INTELLIGENT SOFTWARE
Tech Mahindra partners with Espressive leveraging Espressive Barista , an AIbased virtual support agent
T ech 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 .” •
Birendra Sen , Business Head , Business Process Services , Tech Mahindra
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