TechM, LivePerson to help financial, healthcare firms with AI-led customer engagement

Tech Mahindra and LivePerson, a provider of digital customer conversations, announced a partnership to transform customer engagement in the financial services and HLS (Healthcare and Life Sciences) industries.

This partnership, which initially began in 2021, focuses on assisting brands in providing comprehensive marketing, sales, and customer service solutions by utilising artificial intelligence (AI)-driven messaging across various platforms, such as SMS, Facebook Messenger, WeChat, Line, and WhatsApp, to create personalised experiences at scale.

The two companies will now work together to tackle the specific challenges and opportunities present in the financial services and healthcare sectors by integrating LivePerson's conversational platform and AI capabilities with Tech Mahindra's expertise in Business Process Services (BPS).

Birendra Sen, the Business Head of BPS, emphasised that Tech Mahindra is committed to delivering personalised customer experiences through tailored recommendations while ensuring the protection of sensitive data in accordance with stringent compliance standards.

He noted, “This partnership will enhance operational efficiency by automating routine tasks, allowing the workforce to concentrate on more complex challenges and achieve superior results for customers and patients.”

The collaboration seeks to accelerate time-to-market by merging AI technology with human insight, thereby providing effective customer service solutions. As part of this initiative, Tech Mahindra's BPS will utilise LivePerson's Conversational Cloud platform to create customised solutions that empower healthcare organisations to minimise patient wait times, enhance accessibility, streamline patient onboarding, and safeguard data security. 

Additionally, this partnership will enable financial institutions to lower operational costs, bolster security, and elevate customer satisfaction through AI agents, secure messaging, and improved self-service options.

Dan Sincavage, Senior Vice President of partnerships at LivePerson, said, "The financial services and HLS industries are undergoing rapid digital transformation, and customer expectations are higher than ever. Through our partnership with Tech Mahindra, we are committed to helping businesses meet and exceed these expectations by delivering personalised, efficient, and secure conversational experiences across digital channels.”

Tech Mahindra Business Process Services is at the forefront of future-ready technology and has over 55 delivery centres in 15 countries that provide services in more than 50 languages to more than 270 global customers.

For the second quarter, Tech Mahindra reported a revenue of ₹13,005 crore, down 1.2% every year. Sectors like manufacturing, retail, and healthcare, however, showed positive momentum

Last month, the company also announced a new solution for validating and verifying AI and generative AI projects called TechM VerifAI, which will help enterprises validate their end-to-end lifecycle of AI-based projects, and scale their AI initiatives faster.