Tech Mahindra, announced partnership with Espressive, a pioneer in automating digital workplace assistance. The partnership will offer both their 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 organisations 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 innovative 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 highly personalised to reassure employees that their requests have been fully understood and resolved in real time.
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 also help their customers with employee retention while gaining service management efficiencies.
The partnership with Espressive is in line with Tech Mahindra’s NXT.NOW framework, which aims to enhance ‘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.
Espressive Barista, the company’s innovative virtual support agent, platform, takes on the role of the service agent, bringing the best of human experience with the best of artificial intelligence. Leveraging a proprietary and domain-specific large language model, LLM, the Employee Language Cloud, as well as integration with generalised LLMs like ChatGPT.
Barista automates resolution of employee questions, issues, and requests with personalised experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 50% to 70%. By adding integration to generalised LLMs in a safe and secure way, autonomous resolution rates will increase, further driving down the costs of employee service management.
Birendra Sen, Business Head, Business Process Services, Tech Mahindra, said, “Enterprises are increasingly looking at automation in response to increased customer demand in a digital first world. 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.”
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