Teleperformance debuts new AI suite
NEW YORK, UNITED STATES — Digital business services provider Teleperformance recently launched TP GenAI, a suite of artificial intelligence (AI) solutions designed to bolster business efficiency and customer experience.
This new offering is part of the firm’s expanded multi-year $185 million Azure Cloud agreement with tech giant Microsoft.
Leveraging Microsoft Azure AI and Large Language Models (LLMs) via Microsoft Azure OpenAI, TP GenAI is poised to assist organizations in swiftly and accurately pinpointing customer needs across diverse touchpoints.
Teleperformance plans to integrate this AI suite into its internal support and back office functions, including HR, Recruitment, Finance, IT, and Training.
Initial trials of TP GenAI have yielded encouraging results, with up to 25% reductions in call handling times and 20% decreases in email response times.
The platform has also driven increases in customer satisfaction scores and sales conversions and enabled a 90% improvement in accurately addressing customer needs.
Teleperformance Chairman and CEO Daniel Julien underscored the company’s dedication to fusing ‘high tech’ with ‘high touch’ and integrating AI with human empathy to offer supportive and empathetic customer experiences.
“As an industry leader, we’re pleased to offer generative AI solutions to organizations to help automate simple, low-value tasks and enable our staff to focus on what matters most – building brand loyalty,” he added.
The partnership expansion enhances Teleperformance’s pre-existing AI-enabled services through Microsoft’s Azure Cognitive Services, reinforcing its commitment to digital transformation.
