Tech Mahindra and Yellow.ai use Conversational AI to transform customer experiences

Tech Mahindra has announced its collaboration with Yellow.ai, the leading next-gen total experience (TX) automation platform to transform enterprise customer experiences with conversational Artificial Intelligence (AI). The partnership is aimed at redefining the way enterprises connect with customers, employees, and vendors.

As part of the partnership, Tech Mahindra and Yellow.ai will work towards developing next-gen conversational-AI solutions to elevate omnichannel capabilities such as Enterprise Resource Planning (ERP), Human Resources Management System (HRMS), Supply Chain Management (SCM), and Customer Relationship Management (CRM). These implementations will help reduce costs, optimize 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.

Birendra Sen, Head, Business Process Services, Tech Mahindra, 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.”

This partnership will enable enterprises to provide personalized experiences to customers and employees. The joint offering 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. These features will support conversational campaigns & surveys, provide analytical insights, and enable customer experience automation & full-stack experience automation for IT, HR, and P2P.

Raghu Ravinutala, CEO and Co-Founder, 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.”

Tech Mahindra believes in DigitALL philosophy for comprehensive Business Transformation. Digital technologies catalyze the transformations – they humanize businesses by helping them think, sense, connect, communicate, secure, and act better than before. As part of NXT.NOWTM framework, which aims to enhance ‘Human Centric Experience’, Tech Mahindra focuses on investing in emerging technologies and solutions that enable digital transformation and meet the evolving needs of the customer.