Tech Mahindra, a prominent provider of digital transformation and consulting services, has formed a partnership with Espressive, a trailblazer in automating digital workplace assistance. This collaboration aims to deliver autonomous and cost-effective support to their customers through the implementation of Espressive Barista, an AI-powered virtual support agent (VSA).
By combining Espressive’s no-code platform with Tech Mahindra’s innovative technology stack, the partnership will empower organizations seeking to outsource and automate service desk requests, driving productivity and enhancing the overall employee experience. The advanced capabilities of the platform, including Natural Language Processing (NLP), Natural Language Understanding (NLU), and machine learning, will ensure highly personalized responses, instilling confidence in employees that their requests are promptly understood and resolved in real time.
Birendra Sen, Business Head of Business Process Services at Tech Mahindra, emphasized the growing importance of automation in meeting customer demands in today’s digital-first landscape. He highlighted the significance of intelligent virtual agents as a sought-after capability. Through the partnership with Espressive, Tech Mahindra gains an AI-based virtual support agent (VSA) that enables customers to significantly reduce the processing time for customer requests, transforming tasks that previously took hours into real-time resolutions. This enhancement allows employees to concentrate on higher-skilled responsibilities and technologies, leading to improved mean time to recovery and mean time to restore metrics. The combined ticket deflection rate of Espressive Barista and Tech Mahindra’s user-centric digital experiences empowers customers to achieve operational excellence through automation, stay ahead in the competitive services market, enhance employee retention, and optimize service management efficiencies.
According to Pat Calhoun, Founder and CEO of Espressive, the era of building virtual support agents internally is a thing of the past. Through the collaboration between Espressive and Tech Mahindra, CIOs and IT leaders can now create a dynamic digital workplace by leveraging a purpose-built virtual agent that achieves industry-leading deflection rates, allowing their teams to prioritize outcomes. Espressive’s proprietary Large Language Model (LLM), trained on billions of phrases across various enterprise departments and supporting over 100 languages, further strengthens their offering. This partnership aligns with Tech Mahindra’s NXT.NOW™ framework, which focuses on enhancing the ‘Human Centric Experience’ by investing in emerging technologies and solutions that drive digital transformation and cater to evolving customer needs.
