Tech Mahindra, Yellow.ai to reimagine enterprise CX with conversational AI

Tech Mahindra has entered into a partnership with Yellow.ai, a next-gen total experience (TX) automation platform, with an aim to reimagine enterprise customer experiences with the help of conversational artificial intelligence (conversational AI).

The partnership will strive to redefine the manner in which enterprises connect with customers, vendors, and employees said Tech Mahindra.

Tech Mahindra said that it will work alongside Yellow.ai to build next-gen conversational-AI solutions to boost omnichannel capabilities such as enterprise resource planning (ERP), supply chain management (SCM), customer relationship management (CRM), and human resources management system (HRMS). According to the Indian IT services provider, the implementations will help cut down costs, streamline resources, improve time for responding, and offer intelligent insights to enterprises around the world.

The partnership will cater to major industry verticals like telecommunications, energy and utilities, media and entertainment, healthcare, automotive, manufacturing, and retail.

Birendra Sen — Tech Mahindra Head of Business Process Services said: “As organizations across the globe are shifting from transactional to conversational business model, we believe that conversational CX and EX solutions will revolutionize the way they do business.

“Our partnership with Yellow.ai is aimed at driving digital transformations in the CX and EX space. Together, we aim to redefine the way enterprises connect with their customers and employees by personalizing their interactions.”

Tech Mahindra further stated that the partnership will help enterprises offer customized experiences to customers and employees. The joint offering will underpin a diverse range of solutions in a variety of platforms including, conversational chatbots, email support, voicebots for live chat, and ticket management.

The features will support conversational surveys and campaigns, offer analytical insights, and facilitate customer experience automation and full-stack experience automation for IT, P2P, and HR, said Tech Mahindra.

Raghu Ravinutala — CEO and Co-Founder of Yellow.ai, said, “We are breaking new ground with Tech Mahindra to give enterprise customers a competitive advantage with greater efficiencies across business processes. With our joint offerings, we aim to redefine how enterprises connect with their customers, employees and vendors.

“Combining a conversational layer built on our rich NLP engine with Tech Mahindra’s deep expertise in optimizing day-to-day business activities, our objective is to transform the future of work across a broad set of industries.”

Recently, Tech Mahindra said that it had registered a 4.5% increase in its profit after tax for Q3 FY22 at INR 1,368.5 crores, compared to INR 1,309.8 crores in the same period of the previous fiscal year. Check here to read Tech Mahindra Q3 FY22 results.