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Leading digital transformation provider Tech Mahindra has announced a partnership with Espressive, a pioneer in automated digital workplace assistance.
The partnership will provide their customers with autonomous and cost-effective work environment assistance through Espressive Barista, an AI-based virtual support agent (VSA).
Together, Tech Mahindra and Espressive will help organizations looking to outsource and automate service desk requests to increase productivity and enhance employee experience.
no-code platform
Espressive combines its no-code platform with Tech Mahindra’s innovative technology stack to enable near-instant automation and resolution of employee requests such as resetting passwords, accessing DocuSign, connecting to VPNs, and more. The platform’s advanced natural language processing (NLP), natural language understanding (NLU) and machine learning capabilities will ensure that responses are highly personalized, giving employees confidence that their requests are fully understood and resolved in real time.
Birendra Sen, Head of Business Process Services at Tech Mahindra, said: “Enterprises are increasingly focusing on automation in response to growing customer demands in a digital-first world. Intelligent virtual agents are one such capability that is receiving a lot of attention. Our partnership with Espressive The partnership provides us with an AI-based VSA that will help our customers significantly reduce the time it takes to process customer requests.
“Tasks that previously took hours to complete can now be done in real-time. This allows employees to focus on higher-skilled roles and techniques, increasing MTTR (mean time to recovery, mean time to recovery).”
ticket deflection rate
Espressive Barista’s ticket deflection combined with Tech Mahindra’s innovative and user-centric digital experience will enable clients to become more competitive through automation and stay ahead in the service market. The partnership will also help their clients retain staff while improving service management efficiency.
“Gone are the days of building virtual support agents in-house,” said Pat Calhoun, founder and CEO of Espressive. Espressive and Tech Mahindra allow CIOs and IT leaders to develop a dynamic digital work force using purpose-built virtual agents. location, the virtual agent delivers the highest deflection rate in the industry while allowing their team to focus on results.Our proprietary and domain-specific Large Language Model (LLM) has been trained on over 4 billion phrases across 15 enterprise sectors , can run in more than 100 languages.”
The partnership with Espressive is in line with Tech Mahindra’s NXT.NOW framework, which aims to enhance the “human-centric experience”, focusing on investing in emerging technologies and solutions to enable digital transformation and meet the changing needs of customers. — trade arab news agency
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