Being Resilient. That’s Live Enterprise. Annual Report 2019–20 Resilience: What differentiates the Live Enterprise Large incumbent companies are well-prepared for ATIVE T VE DECIS RE ALE ITI IO running their business at current course. They are C NT TU N IN S also well-geared to respond to a very immediate and P E R R ES tangible crisis. But the nature of disruption is such that C P E ON S P CE S I N it plays out in the middle of this spectrum, peaking TI EN IVE A V E EXPERI VALUE C H in the post-crisis weeks and months, sometimes stretching longer. It is hard for enterprises to respond to this not only because it’s uncertain, but also because Driving intuitive decisions : The ability to sense and they are mired in the pressures of the short term respond leveraging data-led insights. This serves to that are so all-consuming that the disruption gets automate routine, frequently-made decisions and underplayed, even misjudged. responses so little or no human intervention is needed Being resilient means being able to respond to the to drive these tasks. disruption, and other market signals, effectively Building responsive value chains : The flexibility to without stepping off the treadmill of continually repurpose people productivity into reimagining and escalating core business performance expectations. reengineering the company’s value chain – see what At Infosys, when we took on the challenge of bringing is not there, what needs to be made better and what the benefits of resilience for ourselves and our clients, can be eliminated to deliver more value. This will drive we looked to natural life for inspiration. Living beings continuous, agile cycles of rapid adaptation. are often seen quickly recognizing situations that need Nurturing creative talent : A pool of problem-finders their response, responding to these situations with to find the right problems that must be solved for precision, and also going further to evolve and build our future. After all, if a task – however complex new capabilities that better position them to thrive. – can be mechanically defined, we can build AI This is a combination of evolutionary, historic and real- systems to execute it. But problem-finding remains a time information processing, relying on best practices human frontier. while also recognizing exceptions. Delivering perceptive experiences : Responding We have validated our hypothesis that companies can quickly, yet thoughtfully to opportunities to create be life-like, responsive, evolving beings at enterprise valuable new experiences. This comes from learning to scale – and any company, however large and complex, spot emerging and unmet needs. can transform to be adaptive and resilient. They can gain startup-like agility of response to disruption and This annual report gives you a ringside view of how we dynamic market needs, simultaneously developing are using these levers to become resilient ourselves velocity of adaptation to match, by nurturing the and then applying that learning to work for our clients, following key enterprise capabilities : as we continue to help them navigate their next. Infosys Annual Report 2019-20 Resilience: What differentiates the Live Enterprise | 1 Next-level instincts, intelligence, and intuition. That’s Live Enterprise. ATIVE T VE DECIS RE ALE ITI IO C NT TU N IN S P E R R ES C P E ON S P CE S I N TI EN IVE A V E EXPERI VALUE C H 2 | Intuitive Decisions Infosys Annual Report 2019-20 Infosys Annual Report 2019-20 Intuitive Decisions | 3 ATIVE T VE DECIS RE ALE ITI IO C NT TU N IN S P E R R ES C P E O S P E NS N T NC IV AI IV E RIE E V C H EXPE ALUE Letting intuition run their business The human mind is wired to see patterns. It processes For a telecom client, we deployed AI techniques Reimagining everyday decisions at Infosys information in conjunction with insights from past of prediction, time-series based event stitching, experiences to create intuition. Intuition informs much correlation analysis, text analysis and state transition Early in our journey to becoming an always resilient, prior experience working with a given client, talent of our decisions. Today, we are helping organizations models to improve order activation predictability. evolving live enterprise, we recognized the need to connections with project team members and their develop a similar intuition to drive decisions swiftly, This greatly improved their customer experience, build intuitive decision-making capabilities within readiness to start. If the best fit is not readily available, accurately and to act with resilience in the face of while lowering operational costs and accelerating a landscape of reimagined processes, the Infosys Digital Brain, disruption. AI and automation lie at the core of revenue realization. this endeavor. experiences and digital infrastructure. This, constantly monitoring the We optimized plant scheduling for a manufacturer, we knew, would be vital for automating Infosys talent pipeline, For us, this manifests in an ecosystem of tools that reducing costs and increasing throughput, by routine and deterministic decisions, alerts the project team captures and maps out complex and vast process predicting the optimal sequence of work orders, while at the same time providing automatically when the environments. There begins our effort to reimagine eliminating human error, reducing idle time of instant simulation capabilities for right fit is found. We are and improve the way it all works. We rely on historical assembly lines and streamlining delivery. users to experiment and test in, before now extending this capability data, both qualitative and quantitative, to learn from In the enterprise context, there is sometimes the making more complex decisions about to our recruitment platform so we are able and then guide the formation of patterns that help need to respond to disruption that emanates after a what and how to adapt in response to quickly spot the availability of right fit us to automatically detect, validate, classify and crisis. Our clients today need to chart a meaningful to disruption. talent pools outside of Infosys and bring resolve problems. These patterns also help us see way forward in the new normal post COVID-19. We them into our fold intuitively. opportunities to get better at the things we already To facilitate this, we developed the are working to build machine learning algorithms do. Our Bot Factory, with its repository of reusable Infosys Knowledge Graph that links For our employees, based on their professional and automation as potential solutions to the recent microbots, helps us to quickly stitch together and employees, through a network of career and learning aspirations, the Infosys Digital disruptions in their workflows and other processes that automate the reengineered process landscape while information, with a view into Brain automatically recommends the right courses rely primarily on human interventions. Our research in bringing in self-service capabilities. their skills sets, expertise, and learning paths while connecting them to areas like Explainable AI, Transfer Learning, Generative projects, innovations, experts and communities that can support their We also partner with our clients to bring to them the AI and Capsule Networks are great resources that industry solutions, IP and upskilling journey and improve their relevance advantages of AI and automation and build intuitive enrich this journey. even relevant client associations. This is to clients. decisions and agile-action environments for their set within the larger context of near-real- Perhaps the most empowering of them all, we are businesses. time information of all interactions and now using these capabilities to sense the changing business operations active within the For one client, in the heavy engineering industry, we needs of our clients in a post-COVID-19 world, based Infosys ecosystem. We are working on leveraged machine learning techniques including on their multichannel interactions with us. We relay overlaying this network with the Infosys Deep Learning Neural Networks to help their experts this intelligence to our client partners in near real time Digital Brain so it can continuously improve underwater corrosion detection and along with recommendations for useful responses. read the Graph to determine trends assessment. We instituted data patterns and made it Balakrishna D.R. Not surprisingly, our clients have expressed great possible to predict leakages thereby ensuring a high SVP – Head, AI & and signals, and recommend responses Automation Services that enable us to make critical adaptive interest in building similar capabilities to serve their degree of asset integrity and standards of safety. decisions intuitively. own business contexts. This is making us more relevant to our clients. “At K+S, we’re excited to work with Infosys to accomplish our key business goals, transform the Leveraging the Infosys Knowledge current IT infrastructure, and future-proof our digital workplace. Infosys’ expertise in the next-gen Graph, our project teams now find the right fit hybrid cloud will enable us to streamline our operations across data centers, global networks, talent for their project needs in real time. The AI- workplaces and end-user support services. This partnership will help us cope with the evolving based talent-matching service considers multiple times by transforming our IT infrastructure with new-age technology adoption for flexible service Mohammed Rafee Tarafdar factors like skills, adjacent skills,