Tech Mahindra, Google to launch gen AI-based email solution

IT services company Tech Mahindra on Tuesday announced a collaboration with Google to launch generative artificial intelligence (AI) powered Email ‘amplifAIer’ under its suite of AI offerings. 

The Email amplifAIer will serve as a one-stop solution to manage all email communication of contact centres for enhanced customer service. 

It will also bring the power of generative AI to provide unified visualisation and automation technique, enabling a human in loop philosophy to deliver outcomes in a responsible manner to improve customer experience, according to the company. 

In addition, 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 CRM, Finance. 

“Our Email amplifAIer powered by generative AI, will help enhance organisational efficiency and customer experience with quick, accurate and automated responses. It will further enable personalisation 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,” Hasit Trivedi, CTO — Digital Technologies and Global Head — AI, Tech Mahindra, said in a statement. 

Moreover, the company said that the newly launched solution is designed on the human in loop principle. With this, users can review generated responses and make changes before sending them to customers, if required. 

“Google Cloud’s generative AI capabilities can add real world value for organisations 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,” said Chandra Sankholkar, Director, Google Cloud Partnerships. 

Notably, Google has also said that it is doubling down on its commitment to AI by implementing the most advanced versions of the technology on its user-focused platforms. It is introducing generative AI updates across its portfolio, including for Google Meet, Google Slides and Google Chat at its annual Cloud Next conference this week in San Francisco. The company is tapping into generative AI to boost the capabilities of its cloud services. 

In April, Tech Mahindra too launched a generative AI Studio under its amplifAI0->∞ suite of AI offerings and solutions. Trivedi said that the studio will enable enterprises to produce high-quality content outputs faster than ever before by providing them with the structured and customised aspects of generative AI. It will act as a one-stop central which provides a comprehensive view to generate, enhance, and complete various forms of digital content. 

The company also said that the studio will consolidate six aspects of content generation — code, document/text, image, video, audio, and data — under one umbrella, empowering enterprises to discover and explore the wide-ranging possibilities of generative AI. 

On August 7, Tech Mahindra announced the appointment of Atul Soneja to the post of chief operating officer. “My vision is to continue the momentum that Tech Mahindra has by leveraging next-generation technologies,” said Soneja on his appointment.