Tech Mahindra, a provider of digital transformation, consulting and business re-engineering services and solutions, announces a partnership today with Espressive, a pioneer in automating digital workplace assistance.
The partnership will offer each company’s customers autonomous and cost-effective work environment assistance through Espressive Barista, an AI-based virtual support agent (VSA).
Together, Tech Mahindra and Espressive will enable organizations that are looking to outsource and automate service desk requests to drive productivity and enhance the employee experience.
Espressive will combine its no-code platform with Tech Mahindra’s technology stack to support near-instant automation and resolution of employee requests, such as resetting passwords, accessing DocuSign, connecting to virtual private networks and more.
The platform’s advanced natural language processing (NLP), natural language understanding (NLU), and machine learning capabilities will ensure responses are personalized to reassure employees that their requests have been understood fully and resolved in real-time.
“Enterprises are increasingly looking at automation in response to increased customer demand in a digital-first world,” said Birendra Sen, head of business process service at Tech Mahindra. “An intelligent virtual agent is one such capability that is gaining a lot of attention. Our partnership with Espressive gives us an AI-based VSA that will help our customers significantly reduce the time taken to process customer requests. Tasks that previously took hours can now be completed in real-time. This allows employees to focus on higher-skilled roles and technologies, thereby improving MTTR (mean time to recovery, mean time to restore).”
The ticket deflection rate of Espressive Barista coupled with Tech Mahindra’s innovative and user-centric digital experiences will enable customers to increase competence through automation and remain ahead of the curve in the services market. The partnership will help their customers with employee retention while gaining service management efficiencies.
Espressive Founder and CEO Pat Calhoun said, “Gone are the days of building virtual support agents in-house. Espressive and Tech Mahindra allow CIOs and IT leaders to develop a dynamic digital workplace with a purpose-built virtual agent that delivers the highest deflection rates in the industry while enabling their teams to focus on outcomes. Our proprietary and domain-specific large language model (LLM) has been trained on over 4 billion phrases across 15 enterprise departments and can operate in over 100 languages.”
The partnership with Espressive is in line with Tech Mahindra’s NXT.NOW framework, which aims to enhance the ‘Human Centric Experience,’ with a focus on investing in emerging technologies and solutions that enable digital transformation and meet the evolving needs of the customer.
Visit www.espressive.com for more information.
