Tech Mahindra, UiPath launch AI based service desk solution

PUNE: Tech Mahindra and UiPath today announced their first joint solution offering - an end-to-end cognitive operations automation solution, in the area of service desk operations. This ready-to-use cognitive operations solutions will help to accelerate the automation journey of an enterprise. With service desks becoming more accessible to customers, there is a need to support a wider and more complex range of offerings. The cost of manual service desk support increases by 3X with every escalation, and the high volume of requests often result into high average wait and response time, which then translates into an average customer experience. The two companies have come up with a solution enhance operational efficiency, business agility and provide better customer experience. Combined with self-service capabilities, it will support the entire life cycle of a service desk ticket from creation to closure i.e. categorization, triaging, resolution and knowledge management.

Sameer Dania, global head, business development - platforms, Tech Mahindra said, “With artificial intelligence (AI) and automation at the core of the digital transformation journey of an enterprise, Tech Mahindra is happy to partner with UiPath to introduce a comprehensive cognitive automation solution to our customers in the area of Service Desk Operations. TACTiX, our AI powered IT Operations Platform, powered with UiPath’s superior enterprise Robotic Process Automation capabilities will provide deeper automation across the Service Management activities leading to increased operational efficiencies and business agility.”

The two companies had come together in 2016 to create a joint solution offering. Tech Mahindra has integrated their flagship AIOps (Artificial intelligence for IT operations) platform TACTiX, powered by machine learning and natural language processing capabilities, with UiPath’s RPA (Robotic Process Automation) capabilities and platform to provide end-to-end automation in the area of Service Desk Operations.


Venu Kannan, Chief Solutions Officer, UiPath, said, “We are very excited to combine years of practical delivery experience, productized ML engine, and service desk solution from Tech Mahindra with UiPath’s enterprise RPA. This solution will improve speed of service desk resolution and help identify root cause of the issues leading to overall decrease in service requests”.