Tech Mahindra has announced a partnership with Google to launch generative artificial intelligence (AI) powered Email amplifAIer under Tech Mahindra’s TechM amplifAI0->∞suite of AI offerings. The Email amplifAIer will serve as a one-stop solution to manage all e-mail communication of contact centre for enhanced customer service.
Tech Mahindra’s Email amplifAIer will bring the power of generative AI to provide unified visualisation and automation technique. This will enable human in loop philosophy to deliver outcome in a responsible manner to improve customer experience. The Email amplifAIer will provide end-to-end solutions for email automation and personalised responses by identifying the intents, extracting the required entities from the email, and other systems including applications such as customer relationship management (CRM), and finance. The solution will drive significant improvement in agent productivity and turnaround time, create consistent and accurate responses and have lesser human dependency.
Commenting on the launch, Hasit Trivedi, chief technology officer, Digital Technologies and Global Head, AI, Tech Mahindra, said, “Generative AI will drive significant improvements in customer experience and agent efficiency by solving challenges such as high cost of operation, turn-around time, and volume of emails. Our Email amplifAIer powered by generative AI, will help enhance organizational efficiency and customer experience with quick, accurate and automated responses. It will further enable personalization at scale and create compelling and visually appealing content. Together with Google, we are delivering the most advanced solution for all the email needs in contact centre space.”
The newly launched solution with Generative AI capabilities is designed with human in loop principle. With this, the users can review generated responses and make changes before sending them to customers, if required.
Meanwhile, Chandra Sankholkar, director, Google Cloud Partnerships, said, “Google Cloud’s generative AI capabilities can add real world value for organizations working across every industry, particularly in areas where data privacy and security are paramount. New services and solutions from partners like Tech Mahindra will scale these capabilities to customers more quickly and effectively, and create even more opportunities for organisations to accelerate their AI-driven transformations.”
