Tech Mahindra, Espressive to enhance digital workplace assistance with Espressive Barista

NEW DELHI, INDIA – Tech Mahindra, an India-based provider of digital transformation, consulting, and business re-engineering services, has announced a strategic partnership with Espressive, a frontrunner in the automation of digital workplace assistance.

The collaboration aims to provide customers with cost-effective, autonomous workplace assistance via Espressive Barista, an artificial intelligence (AI)-based virtual support agent (VSA).

The partnership between Tech Mahindra and Espressive will support organizations looking to automate and outsource service desk requests to enhance productivity and improve the employee experience.

Espressive will merge its no-code platform with Tech Mahindra’s innovative technology stack to facilitate near-instant automation and resolution of employee requests, including resetting passwords, accessing DocuSign, connecting to virtual private networks, among other services.

The platform’s advanced Natural Language Processing (NLP), Natural Language Understanding (NLU), and machine learning capabilities will ensure highly personalized responses, reinforcing employee confidence that their requests are fully understood and resolved in real time.

This collaboration is expected to drive service management efficiency, boost employee retention, and increase competence through automation. The impressive ticket deflection rate of Espressive Barista, combined with Tech Mahindra’s user-centric digital experiences, will empower customers to stay ahead in the competitive services market.

Pat Calhoun — Espressive Founder and CEO said: “Gone are the days of building virtual support agents in-house. Espressive and Tech Mahindra allow CIOs and IT leaders to develop a dynamic digital workplace with a purpose built virtual agent that delivers the highest deflection rates in the industry, while enabling their teams to focus on outcomes.

“Our proprietary and domain-specific Large Language Model (LLM) has been trained on over 4 billion phrases across 15 enterprise departments and can operate in over 100 languages.”

This partnership aligns with Tech Mahindra’s NXT.NOW framework, emphasizing the enhancement of ‘Human Centric Experience.’ The framework focuses on investing in emerging technologies and solutions that enable digital transformation and cater to the evolving needs of customers.

Birendra Sen — Tech Mahindra Business Head of Business Process Services 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).”