How Infosys Topaz leverages Amazon Bedrock to transform technical help desk operations

AI-powered apps and AI-powered service delivery are key differentiators in the enterprise space today. A generative AI-based resource can greatly reduce the onboarding time for new employees, enhance enterprise search, assist in drafting content, check for compliance, understand the legal language of data, and more.

Generative AI applications are an emerging and sought-after solution in the enterprise world for customer care centers, customer relationship management centers, and help desks.

Infosys Topaz, an AI-first offering that accelerates business value for enterprises using generative AI, is integrating AWS generative AI capabilities to future proof enterprise AI solutions including Infosys Cortex, Infosys Personalized Smart Video (PSV), Infosys Conversational AI Suite, Infosys Live Enterprise Automation Platform (LEAP), and Infosys Cyber Next.

In this post, we examine the use case of a large energy supplier whose technical help desk support agents answer customer calls and support meter technicians in the field. We use Amazon Bedrock ...