Global Consulting · infosys.com

Infosys

2 verified customer use cases (50% with quantified ROI · Avg Value Score 85 · 100% with mapped architecture components).

Verified stories: 2
Quantified ROI: 50%
Avg value score: 85
Industries served: 2
Distinct products: 14

Top use cases: Customer Service Automation · 1 Marketing Personalization · 1 Filter in Explorer →

Architecture Stack Signature

6-Layer Production Component Breakdown

Serving 7 components · 2 stories

AI-powered ChatBot with Guided Self-Serve 1 LiveChat (MIAW) 1 Twilio 1

Compute 2 components · 2 stories

Einstein for Service 1 advanced AI features 1

Ingest 2 components · 2 stories

Web-to-Case 1 external eRetailers 1

Orchestration 2 components · 2 stories

internal tools 1 operational tools 1

Product & Model Ecosystem

Most Deployed Products & Co-occurring Pairs

Top named products & AI models

AI-powered ChatBot with Guided Self-Serve 1 Einstein for Service 1 LiveChat (MIAW) 1 Twilio 1 Web-to-Case 1 advanced AI features 1 education platforms 1 external eRetailers 1

Adoption Footprint

Sector, Region & Organization Scale

Top adopting industries

Consumer Goods (1) Media and Entertainment (1)

Geographic footprint

Europe 1 (50%)
Global / Multi-region 1 (50%)

Organization scale

Enterprise 2 (100%)

Verified Business Impact

Outcome Categories & Customer ROI Proof

Primary outcome drivers

Customer Experience (2)Cost Reduction (1)Productivity Improvement (1)Revenue Growth (1)

Sample verified customer metrics

Showing 1–2 of 2 use cases

Infosys Archived · Aug 4, 2025 Financial Times Media and Entertainment Global Financial Times needed to support a growing subscriber base and broader product portfolio without overwhelming its service teams, while more than half of incoming cases could potentially be handled through self-service.… 17.4% cancellation-save rate, up from 14% in 2024 as a result of agents having more time to focus on… Customer Service Automation AI-powered ChatBot with Guided Self-Serve · Einstein for Service · LiveChat (MIAW)

Infosys Archived · Mar 19, 2025 Wella Consumer Goods Switzerland Wella needed to respond to changing beauty-market dynamics and declining traditional salon profitability as professionals shifted to freelance models. Its existing approach did not provide the cohesive digital ecosystem… Marketing Personalization advanced AI features · education platforms · external eRetailers