NEW YORK, UNITED STATES – Teleperformance, a global outsourcing leader, has partnered with Kore.AI, a conversational and generative AI platform provider, to revolutionize their customer engagement across various industries.
Teleperformance, through its digital services arm TP Infinity, will harness Kore.AI’s Experience Optimization (XO) Platform v11.0 to create a better and more effective customer experience (CX) through conversational AI.
TP Infinity to develop advanced AI virtual assistants
TP Infinity aims to develop advanced virtual assistants using Kore.AI’s no-code, enterprise-grade platform. These assistants, powered by generative AI and large language models (LLMs), will cater to diverse customer needs, including customer experience, enterprise automation, and personalized user solutions.
With a team of specialists certified by the Conversational Design Insitute and their customer service strategy consultants, TP ensures these tools will create more meaningful, customer-centric, and seamless conversations that will enhance customer satisfaction and drive competitive advantage.
BPOs embrace AI
Teleperformance’s partnership with Kore.AI comes despite the firm’s recent 19% stock slump—a 7-year low—over concerns that AI might disrupt its core business.
According to Metrigy, a consulting firm, approximately 70% of BPO companies are integrating AI into their operations, particularly in contact centers, to enhance CX and operational efficiency.
A January 2024 poll by Gartner, a research and consulting firm, indicates that nearly two-thirds of organizations now use AI, marking a 19% increase since September 2023. Gartner also highlights that companies are investing in AI for IT, marketing, and sales applications.
