Tech Mahindra, a prominent provider of digital transformation, consulting, and business re-engineering services, has teamed up with Google to unveil the innovative Generative AI Powered Email amplifAI. This offering is now part of Tech Mahindra’s comprehensive suite of AI solutions, known as TechM amplifAI. This collaboration aims to streamline and elevate email communications within contact centers, thereby enhancing the overall customer service experience.

Tech Mahindra’s Email amplifAIer harnesses the capabilities of generative AI to offer a cohesive visualization and automation approach. This methodology adheres to the “human in loop” philosophy, ensuring responsible implementation that results in improved customer experiences. The solution facilitates end-to-end email automation and customized responses by identifying the intentions behind emails, extracting essential entities from the content, and interfacing with various systems, including CRM and Finance applications. The intended impact includes boosting agent productivity, reducing turnaround times, ensuring consistent and accurate responses, and minimizing reliance on human intervention.

Hasit Trivedi, CTO – Digital Technologies and Global Head – AI at Tech Mahindra, emphasized the transformative potential of generative AI in enhancing customer experiences and agent efficiency. He noted that the Email amplifAIer, powered by generative AI, promises to elevate operational efficiency and customer interactions through rapid, precise, and automated responses. Additionally, it enables large-scale personalization and the creation of visually appealing content. The collaboration with Google is set to deliver a cutting-edge solution catering to a wide range of email-related requirements within the contact center arena.

The newly introduced solution, integrating Generative AI capabilities, adheres to the principle of “Human in loop.” This means that users have the ability to review the generated responses and make necessary modifications before sending them to customers.

Chandra Sankholkar, Director of Google Cloud Partnerships in India, highlighted the potential value that Google Cloud’s generative AI capabilities bring to various industries, especially in scenarios where data security and privacy are paramount. Partner-driven solutions like Tech Mahindra’s leverage these capabilities to deliver quicker and more effective outcomes, thereby accelerating AI-driven transformations for organizations.

The launch of the Generative AI-Powered Email amplifAIer aligns with Tech Mahindra’s ongoing commitment to advancing enterprises through cutting-edge generative AI offerings and solutions. This initiative complements the company’s recent additions such as the Enterprise Knowledge Search offering, the promotion of Pair Programming, and the establishment of Generative AI Studio.