Infosys Topaz leverages Amazon Bedrock to enhance technical help desk operations

Infosys is introducing a new solution where its Infosys Topaz offering utilizes Amazon Web Services (AWS) Amazon Bedrock technology to enhance the efficiency of enterprise technical support operations.

The new solution aims to speed up customer service and automate routine tasks, thereby reducing wait times and improving the overall quality of support. This integration enables the creation of AI-powered applications that can, for example, accelerate new employee onboarding, improve enterprise search functions, and assist in content drafting.

The offering specifically targets customer care centers and technical help desks, where generative AI can be employed to support field technicians. One use case involves a large energy supplier whose technical help desk assists customers and technicians with meter-related issues.

Infosys Topaz has previously positioned itself as an AI-first offering designed to accelerate business value for enterprises through generative AI. With this new integration, Infosys strengthens its role as a provider of AI solutions, supporting clients in building future digital services powered by AWS cloud technology.