Infosys-backed Globe Telecom’s Cognitive Digital Agent wins TM Forum Catalyst Award

BENGALURU: Infosys, the global leader in consulting, technology, outsourcing and next-generation services, has been awarded ‘Best in Show’ category by TM Forum Live Asia.

TM Forum is a global industry association for digital business. Infosys bagged the Award for the ‘Cognitive Digital Agent’ — a project executed by Globe Telecom, Philippines, along with Infosys, Amdocs and Huawei.

The project demonstrated the feasibility of using cognitive computing technologies aligned to telecom business processes to enhance customer experience in a more intuitive and natural fashion.

To address changing consumer needs and demands in today’s digital economy, Infosys, along with Huawei and Amdocs, established the Cognitive Digital Agent - a five-month project, led by Globe Telecom.

This was aimed at creating the next-generation of customer care services, leveraging artificial intelligence technologies. The core solution is driven by Infosys’ expertise in natural language processing, machine learning and cognitive computing. The Cognitive Digital Agent has the capability to address complex queries and answer questions through omni-channel access including interactive voice responses (IVR), portals and wearables.

The Cognitive Digital Agent creates a difference in situations where, if a call-center is contacted, the responses are generated using natural language processing – making them more consumer friendly, or on social media platforms and in smart watches where the machine agent responds to queries 24x7.