Contact centers are undergoing a significant transformation with the rise of artificial intelligence. Mike Lytle, CEO of Teleperformance for the U.S., Philippines, and Canada, discussed how AI is reshaping the industry. With approximately 25,000 employees in the U.S. and nearly 500,000 globally, Teleperformance leverages advanced technology to enhance customer experience (CX).
Teleperformance has deployed 60 proprietary AI solutions supporting their core services and to enhance data security. Today, more than 600 of the company’s clients use at least one of their proprietary AI solutions. Key solutions include:
- Generative AI Knowledge Bases: This tool helps agents quickly find answers to customer inquiries, simplifying the search process to help create actionable business insights and drive customer experience enhancements.
- Interaction Analytics: This tool extracts insights from voice and digital interactions, driving actionable business insights and enabling targeted coaching to improve CX.
- Digital Floor Walker: Acting as a digital supervisor, this tool provides real-time assistance to agents.
These AI tools boost productivity and enhance customer satisfaction by providing quicker, more accurate responses. Teleperformance’s Digital CX and AI services exemplify these innovations.
Mike Lytle emphasizes involving everyone in the organization in AI implementations. Key strategies include:
- Open Communication: Keeping employees informed about AI and how it relates to their roles.
- Upskilling and Cross-skilling: Training employees to use AI and elevate their roles to handle more complex issues.
- Targeted Implementations: Focusing on specific use cases for manageable outcomes.
This approach ensures smooth AI adoption and keeps employees engaged.
Teleperformance uses metrics like CSAT, NPS, and productivity improvement to gauge success. One client saw a 30% productivity improvement and a 10% increase in customer satisfaction when using AI solutions, showcasing the technology’s tangible benefits.
Lytle envisions AI enabling more personalized customer interactions, with humans addressing complex issues. Proactive customer service and one-to-one personalization are exciting prospects.
Teleperformance helps clients transition to digital solutions while prioritizing data security. They partner with enterprise providers to create secure AI environments.
Mike Lytle’s insights highlight AI’s transformative potential in CX. Teleperformance’s innovative approach sets new industry standards, combining technology with human empathy to enrich the customer journey. For more information, visit Teleperformance.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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