Transcom, Google Cloud partner to develop AI in customer service
STOCKHOLM, SWEDEN — Transcom, a leader in global customer experience (CX) solutions, has announced a strategic partnership with Google Cloud to create generative artificial intelligence (AI) solutions aimed at transforming the customer service industry.
Transcom’s initiative to utilize Google Cloud’s Vertex AI technology signals a significant leap towards enhancing CX operations, with a focus on reducing costs and improving service quality for renowned global brands.
Jonas Dahlberg, President & CEO of Transcom, highlights the industry’s readiness for an AI revolution, saying: “Analysts and consultants unanimously point to CX as one of the industries with the most potential to benefit from AI. At Transcom, we agree and believe that AI could revolutionize our industry.”
The collaboration has birthed ADA (Agent Development Accelerator), an AI-powered tool designed to simulate real-life customer scenarios for agent training. ADA promises shorter training periods, heightened agent performance, and increased satisfaction by providing realistic practice and instant feedback.
Warren Barkley, Senior Director of Product Management, Vertex AI at Google Cloud, expressed excitement about the transformative potential generative AI holds for CX services.
Transcom’s Tech Hub has been rigorously testing Google Cloud’s AI tools, with ADA slated for production by late 2023. ADA is a product that uses AI to mimic real-life customer interactions for customer service training purposes.
Founded in 1995, Transcom was established with the aspiration of becoming a global customer service provider with a prestigious clientele.
The company rapidly expanded throughout Europe within ten years, later extending to North America with work-at-home operations, and further growing its presence in the United States, Canada, and the Philippines.
Transcom now has a workforce of over 30,000 across more than 90 contact centers in 28 countries.
Transcom ranked #42 on the Time Doctor OA500, an index of the world’s top 500 outsourcing firms.
