PURPOSEFUL CHATBOTS

FOR YOUR ENTERPRISE

Transform Your Enterprise with Infosys NiaTM Conversational Interface

With the smartphone becoming the screen of choice and app usage on smartphones consolidating to a handful of apps[1],
messaging services are now increasingly popular and reaching explosive adoption rates[2]. To engage customers and remain
competitive, enterprises must leverage third-party messenger platforms like WeChat, Facebook Messenger, and Slack to
provide accessible and contextualized service to customers or employees. These could include services such as payments,
first-line customer support, even password reset, and account unlock.

[1]
Chatbots 101: Building Conversational Interfaces, Forrester Research, December 2016
[2]
Your Customers Will Not Download Your App, Forrester Research, 2015
 The Intelligent Chatbot
The availability of low-cost computing and developments in technology – such as big data analytics, natural language
processing (NLP), text analytics, and machine learning, along with image and sound recognition capabilities – has made it
possible to deploy intelligent conversational interfaces that deliver highly contextual and personalized experiences for end
consumers of the enterprise.
Intelligent chatbots can provide on-demand access to enterprise knowledge by interfacing with the enterprise data
repositories and to automate routine, repetitive tasks through a user-friendly conversational interface. Chatbot interactions are
not always text-based - they can also work on voice- and image-based inputs, depending on the implementation.

Infosys Nia Conversational Interface

A Platform to Build, Test, and Deploy Highly Contextualized, Intelligent Chatbots
Infosys Nia allows enterprises to rapidly create and deploy conversational interfaces in production. It understands natural
language and responds accurately to user queries. It is easy to deploy on a wide variety of messaging platforms, mobile apps,
wearable devices, smart speakers (such as Amazon Alexa, Google Home, etc.), and on web interfaces.

SOLUTIONS
INFOSYS NIA
SOLUTIONS
APPLICATION
& INFRA
BUSINESS
PROCESS
ASSET
MAINTENANCE
FINANCE
&
HUMAN
OTHER
EXTERNAL
RESOURCES
SUPPORT OPTIMIZATION IOT ACCOUNTING TOOLS
INFOSYS NIA ITSM TOOLS
CHATBOT
COGNITIVE AUTOMATION ENGINE INSIGHTS ENGINE
AUTOMATION DETERMINISTIC AI-BASED,
PROGNOSTICS, PROCESS MINING,
RPA TOOLS
& INSIGHTS RULE-BASED SELF LEARNING &
ANOMALIES, CORRELATIONS &
AUTOMATION PREDICTIVE
PROBABILISTIC MODELS
AUTOMATION

KNOWLEDGE &
ENTERPRISE KNOWLEDGE PLATFORM & ONTOLOGY
REASONING SYSTEM
BIG DATA WITH MACHINE LEARNING & NATURAL LANGUAGE PROCESSING

BUSINESS
SOURCES OF TRUTH LOGS DOCUMENTS
TICKET SOURCE OPERATING
PROCESSES
PROCESS
DATA CODE PROCEDURES
DATA

Figure 1: Natural language interface for easy access to insights, to drive automations and query, and to infer from knowledge models in Infosys Nia

Build and Deploy Your Own Bots

To ensure customizability in each enterprise’s context, Infosys Nia provides users with the framework to create linguistic
intelligence for their chatbot. This includes defining the intent and entities, configuring entities, and binding each intent with
an associated action.

MODEL CREATION TRAINING & TESTING INTEGRATE

Create the domain- Train and test your Integrate with any
specific linguistic model machine learning model programming language
or any smart device

External Document © 2017 Infosys Limited

Infosys Nia Conversational Interface Advantages

Privacy: The cloud-based Flexibility: Infosys Nia Seamless Integration: A wide

deployment models of most
chatbot vendors may not be
suitable in the enterprise context
where data privacy is key. Infosys
Nia Conversational Interface
supports both on-premise and on-
cloud deployment, thus giving its
customers full control of their data.
Conversational Interface is a platform
for developing linguistic models
that comply with different industry
standards. There is an easy-to-use
web interface through which users
can develop, evolve, and test their
conversational interface.
range of adaptors allows for easy
integration with consumer-facing
channels such as social, mobile, web,
and wearables while also supporting
data ingestion and insight generation
from enterprise sources of truth. APIs
provide integration with back-end
enterprise systems.

WEB/MOBILE CLIENT
OPEN NLP, JAVA
NATIVE SPEECH SERVICES
ON-PREMISE/CLOUD
RECOGNITION CLIENT

Enterprise
Services

Integration
Cloud
API

CRM

Insights

Knowledge
Handlers Services
Request Handler
SMS Information
Conversation Response Handler Linguistic Services
Management Framework
Context Intent

Session Model Entities

User Action Bindings

Open NLP

Admin
Import/Export
Configuration Security Training Training Set

Figure 2: Easy-to-use framework to define, test, and deploy chatbots

Purposeful Bots for the Enterprise

While bots may not be ready to handle complex human conversations, application-centric chatbots offer enterprises the
opportunity to deliver an enhanced user experience. While consumer-facing chatbots are useful, Infosys Nia Conversational
Interface leverages our extensive experience in the enterprise space to enable the creation of purposeful and intelligent
conversational interfaces for businesses. It helps deliver a superior end-user experience and create value for our customers.
The Infosys Nia Conversational Interface can be leveraged for:
1. Automating bots for customer 2. Accessing enterprise knowledge 3. Deriving insights with bots:
self-help: It can provide 24/7 highly through bots: When integrated Enterprises can significantly cut down
personalized support through with a knowledge model – created the time taken to extract information
natural language interaction in by extracting information from through systems of record (SOR).
channels customers are familiar with. documents – it can allow end-users to A conversational interface built on
Interface with back-end automation query and retrieve information top of an insights engine will greatly
systems allows the triggering of on-demand, using natural language. simplify access by providing a natural
automation workflows to resolve interaction.
underlying issues.

Powerful implementations are possible through a combination of the above attributes.

External Document © 2017 Infosys Limited

Use Cases
Infosys Nia Conversational Interface can be deployed in a wide variety of use cases across multiple industries. Below is a
sampling of use cases made possible by Infosys Nia.

Airport Banking
IT Assistant
Assistant Assistant

E-commerce Insurance Claims Telecom

Assistant Assistant Assistant

Figure 3: Infosys Nia Conversational Interface Platform use cases

Success Stories
Our customers have seen significant benefits with the deployment of Infosys Nia chatbots.

Customer Support Vendor Management Supplier Management On-Demand Insights

A large telecom company A large financial services A large financial services A leading telecom
greatly improved their company greatly improved company improved supplier company greatly improved
customer satisfaction and vendor satisfaction and satisfaction and reduced lead their customer satisfaction
reduced costs by deploying a reduced cost by automating time for supplier onboarding by deploying a chatbot
chatbot built on Infosys Nia. their first-level vendor support by deploying a chatbot on their to automate responses to
The chatbot utilized NLP with a chatbot on their vendor Supplier Management Portal. common user queries and
techniques and resolved management portal. The chatbot integrated with the customer service requests.
queries based on a The chatbot integrated with enterprise databases, applied The chatbot integrated
predefined set of actions the enterprise databases and Machine Learning and NLP to with Infosys Nia Data to
specified by the telecom utilized NLP techniques to provide onboarding assistance analyze the customers’
organization. respond to vendor queries with and automated responses to historical data and deliver
accurate information. frequently asked questions with insights to them.
up-to-date information.

To know more about Infosys Nia visit www.infosys.com/nia or send your request to infosysnia@infosys.com

For more information, contact askus@infosys.com

© 2017 Infosys Limited, Bengaluru, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys
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