Tech Mahindra has partnered with Yellow.ai, a customer experience automation platform, to develop next-generation conversational-AI solutions, it said in joint statement.
The solution will help to elevate omnichannel capabilities such as Enterprise Resource Planning (ERP), Human Resources Management System (HRMS), Supply Chain Management (SCM), and Customer Relationship Management (CRM).
Birendra Sen, Head, Business Process Services, Tech Mahindra, said, “As organisations across the globe are shifting from transactional to conversational business model, we believe that conversational Customer Experience (CX) and Employee Experience (EX)solutions will revolutionise the way they do business. Our partnership with Yellow.ai is aimed at driving digital transformations in the CX and EX space.”
Tech Mahindra has also revealed that these implementations will help reduce costs, optimise resources, improve response time, and provide intelligent insights to enterprises across the globe, serving key industry verticals such as telecommunications, media & entertainment, energy & utilities, automotive, healthcare, retail, and manufacturing.
Apart from enabling enterprises to provide personalised experiences to customers and employees, this collaboration will support a diverse set of solutions across a variety of platforms including, conversational chatbots and voicebots for live chat, email support, and ticket management, the statement read.
These features will support conversational campaigns and surveys, provide analytical insights, and enable customer experience automation & full-stack experience automation for IT, HR, and P2P, as shared by Tech Mahindra in its release, it added.
Raghu Ravinutala, CEO at Yellow.ai said, “Combining a conversational layer built on our rich NLP engine with Tech Mahindra’s deep expertise in optimising day-to-day business activities, our objective is to transform the future of work across a broad set of industries.”