Indian IT services firm Tech Mahindra and New York-based robotic process automation (RPA) specialist UiPath have jointly launched an artificial intelligence-driven automation solution for service desk operations at enterprises.
A service desk is a communications centre that provides a single point of contact between a company and its customers, employees and business partners.
Pune-headquartered Tech Mahindra said in a statement that the collaboration with UiPath, which counts venture capital firm Sequoia Capital as an investor, will help customers accelerate their automation journey.
The end-to-end solution will enhance operational efficiency, business agility and customer experience, it added.
The ready-to-use solution also comes with self-service capabilities, Tech Mahindra said. The solution will support the entire life cycle of a service desk ticket from creation to closure through processes like categorisation, triaging, resolution and knowledge management.
“With AI and automation at the core of the digital transformation journey of an enterprise, our cognitive automation solution will provide deeper automation across the service management activities to our customers," said Sameer Dania, global head, business development of platforms at Tech Mahindra.
According to Tech Mahindra, the gradual digital transformation at enterprises requires them to make service desks more accessible to customers and also support a wider and more complex range of offerings. The cost of manual service desk support increases by three times with every escalation, it said, adding that the high volume of customer requests and limited service desk capacity leads to a high average wait and response time for customers.
“We are combining years of practical delivery experience, productised ML engine, and service desk solution from Tech Mahindra with UiPath’s enterprise RPA. This solution will improve the speed of service desk resolution and help identify the root cause of the issues leading to an overall decrease in service requests,” said Venu Kannan, chief solutions officer at UiPath.
Three years ago, Tech Mahindra and UiPath announced a partnership for joint solutions. Tech Mahindra had integrated its flagship AIOps (Artificial intelligence for IT operations) platform TACTiX, powered by machine learning and natural language processing capabilities, with UiPath.
Tech Mahindra had separately unveiled a TechMNxt charter, which called for building a collaborative disruption ecosystem to drive innovation.
The company had said that it would look to boost its local product development capabilities by growing its Indian workforce from 250 at present to 1,200 by the end of 2019.