Revolutionizing Email Management with Generative AI
Tech Mahindra’s Email amplifAIer is a next-generation solution that redefines how businesses manage email interactions within contact centers. Generative AI powers the solution, automating routine tasks, streamlining workflows, and delivering personalized, accurate responses, which leads to enhanced customer experience and significant efficiency and cost reduction improvements.
Solution Highlights
Email amplifAIer leverages advanced generative AI capabilities to optimize every stage of email management. From intent identification to automated response generation and action execution, the solution ensures precision, efficiency, and control across contact center operations. Some of the primary features of the solution include:
Email Intent Detection
AI automatically identifies the intent of incoming emails, enabling fast categorization and accurate task routing.
Entity Extraction
Key details like names, addresses, and order info are extracted from emails to support automated response generation.
Automated Replies
Generative AI crafts personalized, accurate responses to routine emails, reducing manual effort for agents.
Action Triggering
Based on intent, the solution initiates appropriate actions through RPA or API integrations to streamline processes.
Response Templatization
Offers customizable templates for frequent queries, helping ensure consistent, efficient, and brand-aligned responses.
Human Oversight
Enables human review for sensitive cases, ensuring control, accuracy, and compliance in critical communications.
Industries We Serve
Email amplifAIer is designed to address various industries' distinct operational and compliance requirements. The solution enables efficient, accurate, and scalable email communication, significantly enhancing customer experience and service delivery across sectors.
Solution Benefits
Tech Mahindra’s Email amplifAIer delivers measurable value by enhancing response speed, reducing operational costs, improving accuracy, and boosting agent productivity—ultimately elevating the customer experience and driving efficiency across contact center operations. Some of the core advantages of the solution include:
- Faster Turnaround Times : AI-driven automation enables rapid processing and response to customer emails, reducing turnaround time by up to 90%, which ensures timely communication, boosts customer satisfaction, and helps businesses consistently meet service-level agreements.
- Reduced Operational Costs : The solution minimizes manual effort and overhead by automating email classification, response generation, and action execution. This leads to 80% cost savings in contact center operations, improving overall profitability and resource allocation.
- Consistent and Accurate Responses : AI-generated replies ensure messaging remains consistent, accurate, and aligned with brand guidelines. This reduces human error, eliminates ambiguity, and strengthens trust and clarity in customer communications.
- Improved Agent Productivity : By handling repetitive and low-complexity emails, the solution allows agents to focus on higher-value tasks, which improves productivity, job satisfaction, and overall performance while enhancing the quality of human interactions where needed.
- Enhanced Customer Experience : Customers receive timely, relevant, personalized responses, improving satisfaction and loyalty. The solution ensures seamless communication, reduces wait times, and enables proactive engagement across touchpoints.