Artificial Solutions Announces Strategic Partnership with Teleperformance to Blend Human Interactions with Sophisticated Chat Bots
Artificial Solutions, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, announced today a strategic partnership with Teleperformance that has enabled the worldwide leader in outsourced omnichannel customer experience management to launch its chat bot technology that utilizes artificial intelligence, increasing its portfolio of services.
Teleperformance provides services in 265 languages and will initially provide artificial intelligence services in 35 languages, using sophisticated chat bots with state-of-the-art natural language understanding and intelligence capabilities. The chat bots can assist customers in factual inquiries y offering automated customer service in written natural language. Teleperformance has developed a distinctive capability of blending chat bots with live support to make the process of addressing customer inquiries seamless, personalized and efficient.
“Our goal is to always optimize the customer experience on every interaction regardless of the channels utilized. The impact and potential of blending artificial intelligence technology with a personalized human touch in Customer Experience Management is exciting for the industry and for Teleperformance. The Group continues to be ahead of the market in delivering the best integration between human and automation support for our clients,” said Paulo César Salles Vasques, Worldwide Chief Executive Officer, Teleperformance Group. “Our partnership with Artificial Solutions allows Teleperformance to provide yet another best-in-class solution to support the digital transformation strategy of our clients.”
“Customer interactions with brands is a mix of rational and emotional. In addition to objective digital information, human interaction and emotion is fundamental to processing requests and influencing decisions,” said João Cardoso, Head of AI, Teleperformance Group. “Therefore, as we integrate AI, we increase the ease of resolving inquires requiring rational answers, and we give more space to our agents to address the relationship with the customers.”
The chat bots are built using Teneo, Artificial Solutions technology that enables enterprises to rapidly build a range of artificially intelligent natural language applications from digital employees and mobile personal assistants, to wearables, bots and IoT interfaces—all from a single platform. Deep analytics provides the backbone to deliver true machine learning and implicit personalization that enables greater understanding about an individual, their likes and preferences, through interaction only.
Historically, creating these conversational interfaces has required specialist skills, significant resources and a great deal of time. However, Teneo’s advanced machine learning capabilities automatically writes the complex underlying language code and algorithms that simulate the way a human thinks.
“Most industries are experiencing a continuous increase in the frequency of the interactions with customers. They demand easy access to information and instant availability from brands to help with straightforward and customized requests,” said Lawrence Flynn, Chief Executive Officer, Artificial Solutions. “We are very proud to be able to partner with Teleperformance. They are the clear leader within their market, and they continue to set new standards by integrating artificial solutions to improve the worldwide customer experience across all industries.”
About Teleperformance Group
Teleperformance (RCF – ISIN: FR0000051807 – Reuters: ROCH.PA – Bloomberg: RCF FP), the worldwide leader in outsourced omnichannel customer experience management, serves companies and administrations around the world, with customer care, technical support, customer acquisition (Core Services), as well as with online interpreting solutions, visa application management services, data analysis and debt collection programs (Specialized Services). In 2016, Teleperformance reported consolidated revenue of €3,649 million (US$4,050 million, based on €1 = $1.11).
The Group operates 163,000 computerized workstations, with 217,000 employees across 340 contact centers in 74 countries and serving 160 markets. It manages programs in 265 languages and dialects on behalf of major international companies operating in a wide variety of industries.
Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: STOXX 600, SBF 120, Next 150, CAC Mid 60 and CAC Support Services. They also have been included in the Euronext Vigeo Eurozone 120 index since December 2015, with regard to the Group’s performance in corporate responsibility.
For more information: www.teleperformance.com