AI-First Global Business Transformation at Scale

A global shipping and logistics leader, with 8,000 FTEs supporting 80+ processes across 7 delivery centers, and a presence in 129 countries.

Client Objectives

Cash collection issues due to reinvoicing and disputes
Revenue loss due to under-invoicing
Lost business due to missed order confirmations
NPS not at industry standards due to booking TAT
Risk exposure deemed above threshold

Solution Implemented

Platform-driven, AI-led automation for complex customer care processes— Booking, Bill of Lading, and Freighting & Invoicing—across three business service centers supporting 119 countries
Multilingual AI-based free-text processing for highly contextual, domain- intensive scenarios
Automated Freighting & Invoicing by digitizing business and customer preferences mined from tribal & tacit knowledge

Business Outcomes & Impact

0hrs to 0min

SLA reduction for FAI workflow

80% productivity gain in freight audit and invoicing

0% to 0%

STP-powered by AI

AI-led free-text processing across 16 languages

0 Systems

Orchestration spanning 90+ interfaces

1.5M+ transactions orchestrated monthly

0 Policies

Tribal customer preference digitized

Digitized tribal knowledge for fewer errors and stronger auditability

0 Countries

Transactions processed : 1400 GBS operators

Scaled to 119 countries in 5 weeks, enabling 24/7 GBS productivity

~0%

LLM token cost reduction

Optimized peak and off-peak workloads across NVIDIA NIMs and AWS Bedrock

With Infosys Topaz AI Next, we are improving productivity across GBS, with a scope spanning 119 countries, and are now launching the second phase of the program.

SVP Group IT, Data and Cybersecurity

CMA CGM