Infosys has launched its Customer Experience Suite for Salesforce, enhancing its Agentforce solutions. This suite leverages Infosys Topaz™ and Salesforce’s generative AI capabilities to streamline customer interactions, automate processes, and personalize experiences. The aim is to drive measurable efficiencies across sales, service, and marketing, enabling businesses to scale their digital workforce and improve customer satisfaction. The company cites previous Agentforce SDR deployments which improved sales and service operations, delivering measurable client outcomes.
Agentic AI for Enhanced CX
Infosys announced the launch of its comprehensive Customer Experience Suite for Salesforce. Building on a collaboration, Infosys is enhancing its efforts to deliver advanced Agentforce solutions and support enterprises in digital transformation initiatives. This suite leverages Infosys Topaz™ and Salesforce’s agentic AI capabilities to help enterprises navigate their agentic transformation and scale their digital workforce.
Key Benefits and Features
The Agentforce solutions enable enterprises to streamline customer interactions by automating processes such as service inquiries, sales tasks, and employee support. Further benefits include enhanced personalization with tailored, context-aware experiences. With real-time processing capabilities, the solutions support immediate decision-making and dynamic customer interactions, all while adhering to ethical and regulatory standards.
Real-World Impact
Infosys previously deployed Agentforce SDR to revolutionize the sales process for a leading research institute, addressing inefficiencies and reducing response time. Infosys helped a renowned media house transform its customer service operations. By leveraging Salesforce’s agentic AI solutions, the company achieved significant reductions in transactional inquiries, spam, and case handling time, ultimately elevating customer satisfaction scores.
Executive Perspective
Dinesh Rao, EVP & Chief Delivery Officer, Infosys, stated, “Agentic AI is redefining how enterprises operate. Through our strengthened collaboration with Salesforce and our capabilities for Agentforce, we are uniquely positioned to empower businesses to excel in this new era.”
Source: BSE
