Amazon VGT2 Las Vegas: Enhancing Customer Experiences with the Infosys Customer Intelligence Platform

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In today’s competitive environment, providing user-friendly and highly personalized customer applications is crucial. As digital transformation drives enterprises forward, delivering exceptional customer experiences remains a vital factor influencing revenue, satisfaction, and loyalty.

Modern customers expect services tailored to their individual needs. Businesses must actively learn from customer interactions, adapt, and refine their approaches to enhance usability and create seamless omnichannel experiences. For instance, when a car accident occurs, a customer anticipates the ability to file an insurance claim, share relevant details, and upload images directly from their smartphone app. They expect swift claim approval—ideally within hours—and desire push notifications for nearby auto repair shops, complete with reviews and easy appointment scheduling. Unfortunately, many auto insurance companies, despite having advanced web and mobile applications, fall short in providing fully qualified automated recommendations for nearby facilities.

In this article, we’ll explore the Infosys Customer Intelligence Platform (CIP), a cutting-edge solution developed with Amazon Neptune and Amazon Web Services (AWS) that accelerates data ingestion, processing, modeling, and analytics. Infosys stands out as an AWS Premier Tier Services Partner, boasting competencies in Data & Analytics, DevOps, and Digital Customer Experience, among others.

Overview of the Solution

The Infosys Customer Intelligence Platform harnesses various data types—including events, interactions, external data, telemetrics, and IoT—to construct knowledge graphs that capture customer identities, product information, financial needs, risks, and preferences. By deploying machine learning algorithms, the CIP gains insight from data from a multidimensional perspective.

This platform offers a cohesive experience, empowering users with in-depth insights, omnichannel capabilities, hyper-personalization, and a comprehensive view of customers and products. It comprises three main components:

1. Modernization: CIP meticulously examines legacy customer journeys that rely on manual inputs, automating these processes through AWS cloud-native services. Once transactional data is ingested, it streams to Amazon Kinesis for real-time insights. The collected data is further processed using AWS Glue for unified semantics, with results stored in Amazon Redshift for analytics and Amazon S3 for long-term storage.
2. Intelligence: The core of the CIP is a digital brain that continuously builds, trains, and deploys machine learning models via Amazon SageMaker to facilitate intuitive decision-making. It also utilizes the Amazon Neptune knowledge graph to map complex relationships between entities, such as policyholders and claims adjusters, enhancing data analysis and decision recommendations.
3. Experience Orchestration: Every manual input from customers during their application journey is documented using a functional set of metadata. This capability enables the platform to anticipate and prioritize crucial features for customers. Personalized campaigns and nudges enhance interactions, while CIP automates business processes through adaptive supply chains, promotions, and channel monetization.

Key Principles

The platform is designed with a customer-centric approach, utilizing the following principles to achieve positive business outcomes:

• A smart platform capable of capturing real-time customer signals, events, interactions, and phygital data.
• Development of knowledge graphs for customer identities, products, risks, and preferences.
• Anticipation of applicant and business needs, including real-time product recommendations based on existing data.
• A unified experience offering hyper-contextual insights, omnichannel access, hyper-personalization, and a comprehensive view of customers and products.
• Reimagining business processes to minimize latency, streamlining tasks like quote completions and persona-based application handling.

Architecture and Functionality

Transactional and real-time data are ingested through Amazon Kinesis, while AWS Glue and Amazon EMR facilitate data processing. Initial processing is stored in Amazon S3, with deeper analytics conducted in Amazon Redshift. Amazon Athena supports ad-hoc analysis of raw data in S3. The platform employs Amazon SageMaker ML models, along with Amazon Fraud Detector, Amazon Personalize, and Amazon Rekognition for damage detection, policy recommendations, and fraud prevention.

The platform constructs a knowledge graph using data from customer claim histories, vehicle information, geo-events, and third-party sources, which helps capture key events and supports intelligent decision-making to improve future customer experiences. Visualization of churn, processing times, and next steps is achieved through Amazon QuickSight, which integrates seamlessly with Amazon Redshift and Amazon S3.

Benefits

The CIP platform integrates effortlessly with existing customer-facing applications, providing numerous benefits:

• Enables businesses to kickstart their analytics journey, offering an agile platform for data-driven decision-making across functions.
• Enhances agent productivity by delivering timely insights.
• Increases marketing campaign effectiveness, leading to higher cross-sell and upsell rates with expedited conversions.
• Improves customer experience scores, with next best actions reducing resolution delays by 30%.

Solution Accelerators

To facilitate the transition to Amazon Neptune, Infosys has developed several key elements:

• An automated data pipeline to streamline data ingestion from existing databases into Amazon Neptune.
• A utility for exporting Neptune graphs from the cloud to local environments for offline exploration, allowing augmentation with additional data as needed.
• A user-friendly graph visualizer in the Neptune workbench for examining exported graphs, including nodes, edges, properties, and a query builder interface.
• A unique WebGL JavaScript API for rendering interactive 2D and 3D graphics in compatible web browsers, alongside VR-based labs to enhance user engagement.

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