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News : Call Center Group Teleperformance Falls 23%; CEO Insists AI Cannot Replace Human Staff

#contactcenterworld, @Teleperformance

Paris, France, Mar 7, 2024 - Shares of Teleperformance plunged 23%, after the French call center and office services group missed its full-year revenue target and flagged a "volatile economic environment."

Investors have been spooked by the potential impact of artificial intelligence on its business model, as companies become more able to tap into the technology directly for their own benefit.

Teleperformance shares dropped 16% last week, according to LSEG data, after Swedish financial services company Klarna said its Open AI-powered customer service assistant was handling two-thirds of customer service calls.

But Teleperformance CEO Daniel Julien on Thursday said that AI would be a positive for its business model — and that it will never fully replace the value of human interaction.

"AI is part of the solutions we provide to the clients," Julien told CNBC’s "Squawk Box Europe."

"AI helps to increase the accuracy of our employees ... which is great, but at the end of the day we are here to reduce the friction between the citizens, or the customer, and the companies they have bought a product and service from."

He stressed, "It’s not just a transactional relationship, it has a lot to do with reassuring, with trust, with empathy. So we perceive AI as enhancing the job that our human employees do, but absolutely not replacing them."

#contactcenterworld, @Teleperformance

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.cnbc.com


About Teleperformance:
Company LogoTeleperformance is a global provider in digital business services, blending advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world’s biggest brands and their customers. The Group’s comprehensive, AI-powered service portfolio ranges from front-office customer care to back-office functions, including Trust and Safety services that help defend both online users and brand reputation. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services.
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Today's Tip of the Day - Language Options

Read today's tip or listen to it on podcast.

Published: Friday, March 8, 2024

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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