TP Leverages AI for Accent-Translation to Improve Customer Engagement
Global digital business services provider Teleperformance (TP) is leveraging AI voice technology to improve communication between customers and service experts to transform voice-based support – with the technology soon to be rolled out for Australia.
Richard Valente, Vice President Customer Experience Strategy at TP in Australia, said the real-time accent translation tool, Sanas, enables clearer and more confident conversations between customers seeking support via voice channels and service experts.
“The real-time speech AI and accent-translation technology is designed to eliminate communication barriers, including pronounced accents and noise cancellation, and ensures the communication is clearer and more effective. It enables the service expert to focus on providing effective and quick resolution.”
“TP is a pioneer in using this technology to empower our customer interaction teams for effective communication and customer support. When people understand each other more easily, everyone wins. This is about innovation, empathy and efficiency to provide high quality service and engagement.”
“Australians expect superior customer support, with quick resolution and minimal friction whether they’re troubleshooting an energy bill or checking a flight delay. The day is not far when every Australian brand will adopt this AI innovation to deliver clearer, more confident, and human-centric support, in their contact centres.”
“For our teams, the benefits are two-fold. This technology helps reduce the emotional toll of repeating themselves or facing customer frustration over accents. It also means there’s better morale, increased confidence and more consistent support for calling customers. It helps our service experts build trust, emphasising that the future of CX lies in amplifying human intelligence with AI, not replacing it.”
“It’s not about changing who our agents are, it’s about making communication easier for both parties. The technology simply bridges the gap between voices and accents, eliminating noise at the same time, to enable effective communication that drives stronger results and customer satisfaction.”
“TP is an industry leader in providing enhanced customer experiences and we continue to explore the AI revolution to offer the best in-class customer experience,” said Valente.
ABOUT TP GROUP
TP (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), is a global leader in digital business services which consistently seeks to blend the best of 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 operations consulting and high-value digital transformation services. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread in close to 100 countries, as well as the Group’s local presence allows it to be a force of good in supporting communities, clients, and the environment. In 2023, TP reported consolidated revenue of €8,345 million (US$9 billion) and net profit of €602 million.
TP 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: CAC 40, STOXX 600, S&P Europe 350, MSCI Global Standard and Euronext Tech Leaders. In the area of corporate social responsibility, TP shares are included in the CAC 40 ESG since September 2022, the Euronext Vigeo Euro 120 index since 2015, the MSCI Europe ESG Leaders index since 2019, the FTSE4Good index since 2018 and the S&P Global 1200 ESG index since 2017.
About TP in Australia
TP in Australia is part of the Teleperformance Group, which consistently seeks to blend the best of 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 Company’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. TP also offers a range of specialised services such as collections, interpreting and localisation, visa and consular services, and recruitment process outsourcing services. Backed by the Teleperformance Group’s nearly 500,000 inspired and passionate team members globally who currently speak more than 300 languages, TP in Australia has a global scale and local presence which allows it to be a force of good in supporting communities, clients, and the environment.
Visit the group at www.tp.com.
