Chatbots and more: How Indian IT is using automation to service customers

Chatbot has eliminated the delay and also trains itself to respond to more complex questions

UVO is an employee chatbot (a computer program designed to simulate conversation with human users, especially over the internet). One that uses machine learning and artificial intelligence to solve queries and engage with the 117,000 employees at Tech Mahindra (TechM), the information technology services major.
 
The self-help tool, built on its enterprise chatbot framework, Entellio, from their Makers Lab, is used to instantly respond to queries on personnel issues from employees. Typically, queries on standard policies would be raised to a back-end shared services team which would take as much as four hours for response. The chatbot has eliminated