In this exclusive interaction with Digital Terminal, we sit down with MV Prasanth, the Chief Operating Officer of Teleperformance's International Business Unit in India. Prasanth delves into Teleperformance's pioneering role in digital transformation and AI-driven innovation. He sheds light on the company's distinctive High-Tech, High-Touch philosophy, which masterfully integrates state-of-the-art technology with human expertise.
DT: Can you share your thoughts on how AI, automation and human-tech synergy have helped enterprises transform customer service operations?
MV Prasanth: AI and automation have become invaluable workhorses in our customer service ecosystem, efficiently handling repetitive tasks and basic inquiries. For instance, our AI-powered chatbots can swiftly resolve simple billing questions, dramatically reducing turnaround time and freeing up our human agents for more complex issues. However, we firmly believe that AI is not a replacement for human connection, but rather a powerful tool to augment it.
We are continually innovating, exploring cutting-edge technologies like advanced intelligent automation, sentiment analysis and predictive analysis to further refine our approach. Our goal is to create a seamless blend of AI efficiency and human empathy that sets new standards in customer experience management.
DT: How is Teleperformance leveraging AI to drive enhanced customer experiences?
MV Prasanth: At Teleperformance, our approach goes far beyond basic automation. We harness AI to enhance business operations, process enhancement and elevate customer interactions. We also leverage AI to process vast amounts of customer data, anticipating needs and streamlining processes for improved efficiency.
Our AI chatbots offer 24/7 support, managing simple queries while human agents address intricate matters. Moreover, our AI-powered sentiment analysis identifies frustrated customers for proactive intervention. Our innovative AI solution ‘StoryfAI’ translates support requests across 100+ languages, ensuring smooth multilingual service and quicker resolutions. By combining advanced digital solutions with human empathy, we help leading brands thrive amidst digital innovations.
DT: In what ways have your digital initiatives led to higher customer satisfaction and operational efficiency? How do these initiatives translate to improved employee productivity?
MV Prasanth: AI-powered chatbots tackle routine inquiries, freeing up our agents for complex issues and boosting customer satisfaction. End-to-end analytics pinpoint areas for streamlining processes, reducing call handling time and allowing agents to serve more customers. By automating repetitive tasks, we empower our agents to focus on building customer relationships and personalizing service using real-time data. This translates to happier, more confident, and productive employees. It is a win-win situation for us – satisfied customers lead to a more productive workforce, resulting in even better service for our clients. We are constantly pushing the boundaries with technology to ensure Teleperformance stays ahead of the curve in delivering exceptional customer service while fostering a rewarding environment for our employees.
DT: How are you empowering your employees with digital skills training and AI-assisted task management?
MV Prasanth: Teleperformance empowers employees through comprehensive training in AI, RPA, and advanced analytics. India is our digital Center of Excellence that drives innovation as over 50% of our digital team is concentrated in India. We balance technology adoption and talent development by investing in continuous learning and fostering an inclusive work environment.
AI-assisted task management enhances employee experiences and customer service. Robust Learning and Development programs keep employees current with industry trends, while well-being initiatives support their growth. Predictive analytics and AI-driven processes ensure a seamless employee journey.
By integrating technology, skills development, and employee well-being, we create an environment where top tech talent thrives, innovates, and contributes to our growth and success in the evolving tech industry.
DT: Could you highlight some recent innovations or projects that demonstrate Teleperformance’s leadership in digital transformation?
MV Prasanth: Our commitment to innovation is exemplified by the company’s pioneering adoption of Cloud technology and the development of the Teleperformance Cloud Campus model. This forward-thinking approach has transformed customer service delivery and operational efficiency. The Cloud Campus, an award-winning innovation, enables digital hiring, training, and management of remote teams, ensuring zero-disruption services and an outstanding customer experience.
This innovative model leverages best-in-class cloud infrastructure and rigorous data security measures, allowing home-based experts to deliver top-tier service anytime, anywhere. The result is a triple benefit: enhanced customer satisfaction through reliable, high-quality support; improved operational efficiency with seamless scaling capabilities; and increased employee productivity through advanced digital tools and processes. Our Cloud Campus Hubs represent the forefront of customer service technology, combining technological advancement with human expertise to set new standards in the industry.
DT: Can you share some success stories of clients who have benefited from Teleperformance’s digital solutions?
MV Prasanth: Teleperformance has demonstrated leadership in digital transformation through innovative solutions for a renowned London-based multinational airline group. Partnering with the airline to tackle a 47,000-claim backlog and extended SLAs, we implemented automated tools, machine learning, and OCR technology, reducing claim processing time by 70%. Our approach included real-time translation, unstructured database processing, and Lean Six Sigma methodologies, which cleared the backlog, improved response times, and enhanced service efficiency.
In another instance, Teleperformance partnered with a leading American computer software company to enhance their customer retention strategy. The client faced challenges with agent performance, unoptimized retention tactics, and limited visibility into rebuttal effectiveness. We deployed our TP Prompto solution, which provided crucial business intelligence. This led to improved rebuttal adherence through targeted coaching and feedback.
The bottomline remains that Teleperformance is able to nurture long lasting partnerships with clients because of our ability to leverage the latest technology with human touch.
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