Overview

A global snaking enterprise with a geographically diverse workforce faced challenges in delivering consistent IT support due to language barriers and manual tech desk processes. Employees experienced delays in issue resolution, while supporting multiple languages increased operational complexity and costs.More

A global snaking enterprise with a geographically diverse workforce faced challenges in delivering consistent IT support due to language barriers and manual tech desk processes. Employees experienced delays in issue resolution, while supporting multiple languages increased operational complexity and costs. Tech Mahindra addressed these challenges by deploying a multilingual AI-powered tech desk and automation bot, enabling seamless user interactions, automating routine service requests, and integrating with existing enterprise systems. The solution accelerated support delivery, improved user satisfaction, and enhanced operational efficiency.

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Industry Challenge

The client, global snacking and confectionery company, is one of the world's largest manufacturers of snack products, with operations spanning multiple continents and a diverse, distributed workforce. Behind its portfolio of beloved brands lies a complex IT environment supporting thousands of employees across different regions, time zones, and languages. The company's tech desk teams were responsible for handling IT support requests from employees worldwide, but language barriers and manual processes were creating significant friction. Employees often struggled to communicate their issues effectively, while support teams spent valuable time on routine tasks that could have been automated.

Our Approach and Solution

Tech Mahindra implemented a multilingual AI-powered tech desk and automation solution built on the Yellow.ai platform and deployed as an enterprise virtual assistant.

The solution was integrated with Microsoft Teams to provide employees with a familiar and accessible support channel, ensuring high adoption rates. Employees could simply type or speak their request in their preferred language and receive immediate assistance. It was also connected with ServiceNow and SolarWinds, enabling seamless interaction with existing IT service management and monitoring systems without requiring disruptive changes to established workflows.

Using conversational AI, the virtual assistant automated common tech desk functions including ticket creation, password resets, software requests, and approval-related workflows.

Business and Community Impact

The AI-powered multilingual tech desk delivered measurable business benefits through improved automation and operational efficiency.

Key Results

  • 20-25% increase in team productivity
  • Faster issue resolution through automation
  • Improved user satisfaction and support experience
  • Reduced operational complexity through multilingual self-service capabilities