TL;DR:
- Tech Mahindra and Espressive have formed a partnership to provide automated and cost-effective digital workplace assistance.
- The collaboration offers organizations the ability to outsource and automate service desk requests, improving productivity and enhancing the employee experience.
- Espressive Barista, an AI-based virtual support agent, combines its no-code platform with Tech Mahindra’s innovative technology stack.
- The platform leverages advanced Natural Language Processing (NLP), Natural Language Understanding (NLU), and machine learning capabilities to provide personalized and real-time responses to employee inquiries.
- The partnership aligns with Tech Mahindra’s NXT.NOW™ framework, focusing on human-centric experiences and investing in emerging technologies for digital transformation.
Main AI News:
In an exciting collaboration, Tech Mahindra, a renowned provider of digital transformation services, consulting, and business re-engineering solutions, has partnered with Espressive, a trailblazer in automating digital workplace assistance. This strategic alliance aims to offer customers a seamless and economical work environment experience through Espressive Barista, an AI-based virtual support agent (VSA).
By leveraging the strengths of Tech Mahindra and Espressive, organizations seeking to outsource and automate service desk requests can now achieve heightened productivity and enhance the overall employee experience. The partnership will see Espressive integrate its no-code platform with Tech Mahindra’s innovative technology stack, enabling near-instant automation and resolution of various employee inquiries. From password resets to accessing DocuSign and connecting to virtual private networks, the platform, powered by advanced Natural Language Processing (NLP), Natural Language Understanding (NLU), and machine learning capabilities, ensures highly personalized responses that instill confidence in employees, knowing that their requests are fully understood and addressed in real time.
Birendra Sen, the Business Head of Business Process Services at Tech Mahindra, recognizes the growing demand for automation in the face of an increasingly digital-first world. He emphasizes that intelligent virtual agents, such as the AI-based VSA offered through the partnership with Espressive, are gaining significant attention. By deploying this solution, customers can drastically reduce the time required to process customer requests. What previously took hours can now be accomplished in real time. As a result, employees can redirect their focus towards higher-skilled roles and cutting-edge technologies, thereby improving both the mean time to recovery (MTTR) and the mean time to restore.
Combining the ticket deflection capabilities of Espressive Barista with Tech Mahindra’s innovative and user-centric digital experiences empowers customers to not only enhance their competency through automation but also stay ahead of the curve in the competitive services market. Additionally, this partnership fosters employee retention and drives service management efficiencies, delivering comprehensive value to customers.
According to Pat Calhoun, the Founder and CEO of Espressive, the era of developing virtual support agents in-house has come to an end. Through the joint efforts of Espressive and Tech Mahindra, CIOs and IT leaders can now establish a dynamic digital workplace equipped with a purpose-built virtual agent that boasts the highest deflection rates in the industry. This breakthrough allows teams to focus on achieving outcomes, while the proprietary and domain-specific Large Language Model (LLM) developed by Espressive, trained on an extensive dataset of over 4 billion phrases across 15 enterprise departments and compatible with over 100 languages, ensures exceptional performance.
Conclusion:
The partnership between Tech Mahindra and Espressive signifies a significant development in the market for digital workplace support. By combining their expertise, these companies offer a comprehensive solution that automates service desk requests, streamlines processes and enhances employee satisfaction. The integration of AI-based virtual support agents with Tech Mahindra’s technology stack demonstrates the growing demand for intelligent automation in a digital-first world. This collaboration not only drives productivity and efficiency but also highlights the importance of personalized and real-time assistance in the evolving landscape of work environments. With their joint capabilities, Tech Mahindra and Espressive are well-positioned to lead the market in delivering efficient and cost-effective digital workplace support solutions.
