Globe Telecom's 'Cognitive Digital Agent' Powered by Infosys, Amdocs and Huawei Wins a TM Forum

Infosys, a global leader in consulting, technology, outsourcing and next-generation services, today announced that it has been awarded in the'Best in Show' category by TM Forum Live! Asia". TM Forum is a leading global industry association for digital business. The award was given for the'Cognitive Digital Agent' - a project championed by Globe Telecom, Philippines along with Infosys, Amdocs and Huawei. The project demonstrated the feasibility of using cognitive computing technologies aligned to telecom business processes to enhance customer experience in a more intuitive and natural fashion. To address changing consumer needs and demands in today's digital economy, Infosys, along with Huawei and Amdocs, established the Cognitive Digital Agent - a five-month project, led by Globe Telecom. This was aimed at creating the next generation of customer care services, leveraging artificial intelligence technologies. The core solution is driven by Infosys' expertise in natural language processing, machine learning and cognitive computing. The Cognitive Digital Agent has the capability to address complex queries and answer questions through omni-channel access including interactive voice responses (IVR), portals and wearables. The Cognitive Digital Agent creates a difference in situations where, if a call center is contacted, the responses are generated using natural language processing - making them more consumer friendly, or on social media platforms and in smart watches where the machine agent responds to queries 24x7. TM Forum recognized the project for some of these exceptional demonstrations of business outcomes across channels, and the inventive use of machine learning and Artificial Intelligence (AI). "Our goal has been to explore the use of cognitive computing and artificial intelligence technologies such as natural language processing and machine learning to create the next generation of customer care services, which, in turn, enabled us to create this compelling project that can significantly improve customer satisfaction.