Teleperformance is leveraging AI technology from Sanas to improve communication by softening the accents of its Indian call center agents. The investment aims to enhance customer satisfaction by easing misunderstandings during calls, as noted by the company's deputy CEO, Thomas Mackenbrock. While the technology promises benefits like increased intimacy and reduced handling times, the stock market responded negatively to the company's recent financial announcements, suggesting investor concerns over its $104 million AI investment despite solid revenue figures in 2024.
As Teleperformance's Deputy CEO Thomas Mackenbrock states, 'When you have an Indian agent on the line, sometimes it's hard to hear, to understand.' This accent translation technology aims to solve that issue.
Mackenbrock notes that this technology 'creates more intimacy, increases customer satisfaction, and reduces the average handling time,' establishing a beneficial relationship for companies and customers.
Despite the positive outlook from Teleperformance's management about their investment in AI technologies, the stock market reacted negatively, indicating investor skepticism about the strategy.
According to JPMorgan analyst Sylvia Barker, investors believe Teleperformance 'missed expectations despite higher-than anticipated synergies', leading to an 11% drop in stock after the AI announcement.
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