Infosys revolutionizes retail workforce with AI-driven automation

Infosys has leveraged the Microsoft AI ecosystem to empower the retail workforce through generative AI solutions, addressing in-store, e-commerce, and back-office operations. A persona-based approach was used to create tailored offerings via Microsoft Copilot, Copilot Studio extensions, and AI agents supervised by a master agent, automating core retail functions. These AI-driven solutions focus on inventory management, product management, operational insights, merchandising, sales cycles, and self-service enablement for customers. The infrastructure integrates autonomous agent interactions, with human oversight, promoting both operational efficiency and personalized support for employees and customers. As a result, retailers see enhanced staff productivity, stronger customer personalization, and improved business outcomes across the retail value chain. Generative AI use in retail is forecast to deliver a significant increase in sector productivity, enabling organizations to better serve end-consumers and address industry challenges at scale. Infosys' innovation and AI consulting teams designed and delivered the solution, deploying it across various real-world retail environments.