And now, Indian IT takes solutions built for employees to customers

IT firms are putting to use their own organisations as test beds to build solutions for clients

UVO is an employee chatbot that uses machine learning and artificial intelligence to solve queries and engage with over 117,000 employees at IT services major Tech Mahindra.

The self-help tool, built on its enterprise chatbot framework Entellio, is used to respond to HR queries from employees instantly. Typically, queries on standard policies would be raised through a ticket to a backend shared services team which would take as much as four hours for response.

The chatbot has eliminated the delay and trains itself to respond to more complex questions from employees. It specialises in conversational speech to help