Teleperformance Inks $185 Million Deal with Microsoft To Unveil Generative AI Tool By CIOTechOutlook Team

Teleperformance Inks $185 Million Deal with Microsoft To Unveil Generative AI Tool

CIOTechOutlook Team | Wednesday, 21 June 2023, 02:47 IST

Ahead of its artificial intelligence investor day, the outsourcing company Teleperformance of France said that it had reached a $185 million agreement with Microsoft to introduce its proprietary TP GenAI.To provide investors a behind-the-scenes look at its AI activities, Teleperformance SE will arrange a virtual meeting with its AI experts.

The company asserts that generative AI, which uses algorithms like ChatGPT to generate original voice, text, and simulations, will improve efficiency, accuracy, and user experience.Conference calls are hosted by Teleperformance, a company with 410,000 employees across 170 nations, which also manages pay and salary accounts and offers clients automated translations.

TP GenAI will "help automate simple, low-value tasks and enable our staff to focus on what matters most," the company said in a statement, adding that several of its current AI-powered solutions are already built on Azure technology. TP GenAI will use Microsoft Corp.'s Azure OpenAI.According to the report, TP GenAI's pilot programme has resulted in up to a 25% decrease in call handling time, a 20% reduction in email response times, a 90% improvement in accurately anticipating customer needs, a 35% boost in sales conversions, and near real-time data on customer interactions.

Teleperformance named Bhupender Singh as deputy chief executive on Monday in response to the call centre industry's rapid transition brought on by digital innovations.This comes after the decision to purchase rival Majorel for €3 billion ($3.27 billion) in April, making it the leading actor in the market with €1.2 billion in annual revenue.

At the time, Teleperformance stated that it expected 20% to 30% of its procedures to be automated during the following three years.