Teleperformance expands its collaboration with Microsoft to launch TP GenAI

Teleperformance signed a multi-year, $185 million Azure Cloud commitment with Microsoft.

Teleperformance hopes to offer clients complete Microsoft Cloud infrastructure solutions through the partnership. Teleperformance, a leader in the field of digital business services, is also utilizing artificial intelligence (AI) from Microsoft Azure to introduce TP GenAI, a new line of AI products that facilitate quicker, more effective, and improved business processes that improve the customer experience.

Organizations are seamlessly enabled by TP GenAI to quickly and accurately identify the needs and pain points of customers across various touch points. This comprehensive set of generative AI tools enables advisors to improve response times and empathically focus on customer needs by utilizing Large Language Models (LLMs) via Microsoft Azure OpenAI. In order to improve its internal back office and support functions, including HR, Recruitment, Finance, IT, and Training, Teleperformance is also integrating TP GenAI.

Initial client programs testing the use of TP GenAI have resulted in significant improvements in accuracy, efficiency, and customer experience across a range of industries. Initial TP GenAI-powered programs from the company saw up to a 25% reduction in call handling time and a 20% reduction in email response times, as well as increased customer satisfaction scores, a 90% improvement in accurately addressing customers' needs, a 35% increase in sales conversions, and near real-time insights on customer interactions.

The introduction of TP GenAI, according to Daniel Julien, chairman and CEO of Teleperformance Group, was just one more step in Teleperformance's transformation into a pioneer in digital business services. 

In order to provide a more helpful and compassionate, customer-centered experience, CEO Julien said that they are strong proponents of combining "high tech" with "high touch," combining artificial intelligence with actual people and human empathy.