Teleperformance has expanded its partnership with Microsoft through an eye-popping $185 million, multi-year Azure Cloud commitment.
It is launching TP GenAI, a suite of AI solutions to enhance business processes, as a result of the new partnership yielding greater access to its technologies.
TP GenAI will enable organisations to quickly and accurately determine customer needs across multiple touchpoints.
Daniel Julien, Chairman and CEO of Teleperformance Group, said:
“The launch of TP GenAI is just one more step in our transformation as a digital business services leader.
“We are a big promoter of blending ‘high tech’ with ‘high touch,’ combining artificial intelligence with real people and human empathy to deliver a more supportive and compassionate, human-centered customer experience.
“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.”
The new solution leverages Large Language Models (LLMs) through Microsoft Azure Open AI.
This suite of generative AI tools lets advisors speed up response times and dedicate themselves to customer needs with more empathy and understanding.
TP GenAI is also being embedded to improve Teleperformance’s internal back office and support functions, such as HR, finance, recruitment, training, and IT.
The first wave of client programs testing TP GenAI over multiple sectors have reported a clear increase in accuracy, efficiency, and customer experience benefits.
TP GenAI’s initial programs have resulted in a 25 percent reduction in call handling time and a 20 percent decrease in email response times.
Customer satisfaction scores were up, there was a 90 percent improvement in correctly addressing customer needs, sales conversions increased 35 percent, and there were also close to real-time insights on customer interactions.
Further Partnership Payouts
Teleperformance’s expanded partnership with Microsoft is also leading to updates with its current AI-powered services through Microsoft Azure Cognitive Services, including TP Interact, TP Digital Floorwalker, and StoryfAI.
TP Interact is an interaction analytics platform that uses Azure Cognitive Services to gain insights from all interactions, such as audio and digital conversations, to create actionable business insights and fuel CX enhancements.
TP Digital Floorwalker is a chatbot that leverages machine learning and analytics to help Teleperformance experts resolve customer issues more quickly and effectively.
StoryfAI is a multi-lingual translation engine that provides automated translation services in over 100 languages in real-time. As a result, customer care professionals are able to respond in multiple languages.
Teleperformance describes itself as a “global leader in digital business services”, combining advanced technology with human empathy to provide enhanced customer care.
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