Infosys and ServiceNow amplify partnership with Generative AI solutions at Knowledge 2024

At the annual customer and partner event Knowledge 2024, Infosys (NSE, BSE, NYSE: INFY), a global leader in digital services and consulting, and ServiceNow (NYSE: NOW), renowned for its AI platforms for business transformation, unveiled a strengthened collaboration. This partnership focuses on leveraging generative AI to enhance customer experiences and improve organizational productivity and efficiency.

Erica Volini, Senior Vice President of Global Partners and Channels at ServiceNow, highlighted the strategic importance of this collaboration: “The combination of ServiceNow GenAI capabilities with Infosys’ industry expertise is a prime example of how our partners are integral to driving digital transformation forward for more organizations.” This partnership is set to integrate ServiceNow’s Now Assist generative AI tools with Infosys Cobalt, enhancing cloud-powered enterprise transformations.

Infosys has committed to doubling its investment in training, planning to certify over 3,500 employees with ServiceNow GenAI skills. This initiative is aimed at preparing the workforce for future demands and ensuring the effective implementation of generative AI technologies.

Anant Adya, Executive Vice President and Service Offering Head at Infosys, emphasized the practical outcomes of this partnership: “Together, we have developed next-generation industry solutions that address tough challenges across sectors.” These solutions are designed to automate tasks, personalize user experiences, and unlock new levels of operational efficiency. Infosys and ServiceNow aim to deliver benefits such as a 20% improvement in operational efficiency, a fivefold increase in response times, and a 30% reduction in implementation timelines.

Through the enhanced collaboration, Infosys and ServiceNow have developed new industry applications into the Infosys Enterprise Service Management (ESM) Café, and are investing in the creation of a Pro Plus BOT factory, which will power over 100,000 Now Assist-enabled chatbots. These innovations will help streamline customer interactions and enhance the overall digital experience.

Over their decade-long partnership, Infosys and ServiceNow have significantly invested in R&D, infrastructure, and talent, leading to notable improvements in product capabilities and market expansion. The collaboration is already yielding tangible benefits for major clients, including Carrier, by addressing key business challenges such as enhancing user experience and leveraging AI capabilities more effectively.

The expanded partnership between Infosys and ServiceNow at Knowledge 2024 marks a significant milestone in using AI to drive enterprise transformation. With substantial investments in technology and talent, both companies are poised to deliver innovative solutions that reshape how businesses operate and engage with their customers.

The strategic enhancement of the Infosys-ServiceNow partnership underscores a significant trend in the tech industry towards integrating AI to optimize business processes and customer engagement. This collaboration serves as a model for how companies can harness the power of AI to drive substantial improvements in efficiency and user experience, setting a benchmark for future industry practices.