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.
