Tech Mahindra has announced a 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 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 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 personalized to reassure employees that their requests have been fully understood and resolved in real-time.
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).”
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.
Pat Calhoun, Founder and CEO, Espressive, says: “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 ‘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.