Teleperformance bolsters TP Interact platform with AI

NEW YORK, UNITED STATES — Teleperformance has announced significant enhancements to its interaction analytics platform, TP Interact. 

By integrating generative artificial intelligence (AI) and natural language understanding capabilities, the upgraded TP Interact now offers businesses near real-time actionable insights, sharpening the efficacy of their customer care strategies.

The revamped TP Interact platform is designed to extract intelligent insights from customer interactions spanning multiple languages and channels, including voice, chat, email, and social media. These insights enable businesses to refine customer care approaches, optimize processes, and even unveil new revenue streams, all while emphasizing empathy and a people-centric approach.

Thanks to the platform’s upgrades, Teleperformance’s clients have observed marked improvements in their customer care outcomes. Notably, there’s been up to a 25% decline in recurring customer inquiries, a 15% uptick in Net Promoter Scores, a 30% surge in quality assurance efficiencies, and a notable rise in sales conversions.

Teleperformance provides a comprehensive suite of AI-empowered services, ranging from front-end customer support to intricate back-office functions. 

Last year, the group reported a consolidated revenue of €8,154 million (US$8.6 billion) and a net profit of €645 million. 

With a global workforce of over 410,000 individuals versed in more than 300 languages, Teleperformance ranked 2nd on the Time Doctor OA500, an index of the world’s top 500 outsourcing firms.