Tech Mahindra, UiPath Launch Automation Solution for Service Desk

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The solution jointly developed by Tech Mahindra and UiPath will help in enhancing operational efficiency, business agility and better customer experience

IIoTTech Mahindra and robotic process automation (RPA) company UiPath announced the launch of their first collective solution – a ready-to-use cognitive operations automation solution, in the field of service desk operations. This end-to-end cognitive operations automation solution will help an enterprise in accelerating its automation journey.

The solution jointly developed by the two companies will help in enhancing operational efficiency, business agility and deliver better experience to customers. Equipped with self-service capabilities, the solution will support the complete life cycle of a service desk ticket from development to the closure, including categorisation, resolution, triaging and knowledge management.

Increases operational efficiency

Commenting on the development, 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 RPA capabilities will provide deeper automation across the service management activities leading to increased operational efficiencies and business agility,” he added.

Venu Kannan, Chief Solutions Officer, UiPath, commented, “We are very excited to combine years of practical delivery experience, productised 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.”

In 2016, the two companies had partnered to develop a solution offering. Tech Mahindra has integrated TACTiX – its flagship AIOps (artificial intelligence for IT operations) platform, powered by natural language processing (NLP) and machine learning (ML) capabilities, with UiPath’s RPA capabilities and platform to offer an end-to-end automation in the field of service desk operations.

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