HCLTech GenAI Autonomous Agents are built on an extensible agentic framework, can be implemented on the Agent desktop to perform a wide variety of tasks just like a human representative would, within a Contact Center environment.

Gen AI Autonomous Agents Features:

Built on Agentic framework: Autonomous agents utilize an agentic framework, allowing them to be goal oriented and possess an ability to operate independently to make decisions and take actions, often based on real-time data collection or integration with backend data sources, to inform decision making - driving high rates of success.
Tailored Solutions: They can function in a 'headless' environment, like a legacy IVR or Virtual Agent, as needed and are adaptable across verticals Microsoft-HCLTech Partnership: Exclusive access to Dynamics 365 Contact Center and Copilot Studio, supported by CoE’s recognized partnership status.
Accelerated Migration: CoE’s global delivery factory model and migration playbooks ensure rapid, high-quality outcomes.
Expert Team: 550+ professionals with legacy and next-gen expertise, continuity, and customer-centric collaboration.
End-Customer Advocacy: Data-driven insights and post-live optimization, as championed by CoE’s continuous improvement ethos.

Our GenAI Autonomous Agents Solution Benefits :

Preservation of Legacy Investments: CoE’s migration expertise ensures seamless integration of GenAI capabilities.
Trusted Expertise: CoE’s teams bring deep knowledge in NLP/NLU, LLM, and RAG.
Customized Accelerators: Proprietary CoE tools minimize disruption and maximize CX.
Service Innovation: Alignment with Microsoft’s roadmap and CoE’s innovation programs.
Cost & Time Optimization: Proven savings through efficiency and scalability.

Key Benefits

Preservation of Legacy Investments: CoE’s migration expertise ensures seamless integration of GenAI capabilities.
Trusted Expertise: CoE’s teams bring deep knowledge in NLP/NLU, LLM, and RAG.
Customized Accelerators: Proprietary CoE tools minimize disruption and maximize CX.
Service Innovation: Alignment with Microsoft’s roadmap and CoE’s innovation programs.
Cost & Time Optimization: Proven savings through efficiency and scalability

Top Business Use Cases:

IT Helpdesk Tech Support: via voice or text, the autonomous agent offers step by step guidance to even the most challenging processes that require 2FA, QR codes, etc. like eSim phone activation.

Key Competencies:

Customer Support: Autonomous agent can answer incoming end user complaints, bring up account information, locate and understand prior ticket information and escalate to a supervisor real-time using their chat tool (Teams).

Industry Leadership: Leverage CoE’s proven frameworks, migration playbooks, and post-migration services for seamless transformation Best Practices: Adopt CoE’s catalogued offerings, including elevator pitches, skillset showcases, and customer engagement demos for differentiated proposals Migration Excellence: Integrate CoE migration slides and tooling for accelerated, risk-mitigated transitions from legacy to GenAI-powered contact centers.

Our services for HCLTech’s Azure GenAI Advisory offering provide business advisory to help identify relevant Azure Gen AI use cases, analyze and shortlist most viable use cases for further experimentation and deployment on Azure.

GenAI Professional Services Approach:

Business advisory- Understand organization's needs & help identify relevant Gen AI use cases

Use Case to Biz Case- Understand the Perceived value & Effort (ROI) for use cases before putting into experimentation phase

Prioritization Roadmap- Analyze and shortlist most viable use cases for further experimentation and deployment

Deliverables:

• A list of Gen AI use cases to experiment with, keeping business outcomes in consideration. • Well-drafted business case documented with expected ROI. • Customer-aligned Decision/ Prioritization matrix to help prioritize use cases. • Prioritization of business cases and a roadmap to help with execution

Why HCLTech?

• 35 Year+ track record of joint innovation and delivery with Microsoft • HCLTech is a market-leader in Engineering and Industry R&D • Experience in delivering Analytics and AI Projects

A delivery engagement that supports the implementation of autonomous agents in the contact center to automate or partially automate tasks to improve operational efficiency, lower costs and improve end-user and agent satisfaction. This includes the framework and work required to successfully architect and integrate the autonomous agent components (dialog, plan, action) and the orchestration layer.

Post-Migration Optimization: Utilize CoE’s expanders and continuous improvement programs to ensure ongoing value and solution enhancement

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