Before its artificial intelligence investor day, France’s Teleperformance (TEPRF.PA) announced a $185 million contract with Microsoft (MSFT.O) to debut its proprietary TP GenAI. On Wednesday, Teleperformance SE will hold a virtual meeting with its AI experts to show investors its AI achievements.
The startup believes generative AI techniques like ChatGPT will improve efficiency, accuracy, and user experience by creating fresh voice, text, and simulation content.
Teleperformance organizes conference calls, manages pay and salary accounts, and delivers automated translations to clients.
TP GenAI will use Microsoft Corp.’s Azure OpenAI to “help automate simple, low-value tasks and enable our staff to focus on what matters most,” according to a statement. Some of its AI-powered applications currently use Azure technology.
A test of TP GenAI has witnessed up to a 25% reduction in call handling time, a 20% reduction in email response times, a 90% improvement in effectively answering customer demands, a 35% boost in sales conversions, and near real-time analytics on customer interactions.
On Monday, Teleperformance appointed its president of transformation, Bhupender Singh as deputy chief executive as digital changes swiftly change the call center sector.
This followed the April agreement to buy rival Majorel (MAJ.AS) for 3 billion euros ($3.27 billion), making it the sector’s leading player with 12 billion euros in revenue.
Teleperformance expects to automate 20% to 30% of its activities in three years.
