Slide 1: Teleperformance and AI
Teleperformance and AI 21 June 2023 1
Slide 2: Reduce frictions in day-to-day life: high-tech and high-touch
• Reduce frictions in day-to-day life o Moderate acquisition costs o Prevent churn o Rebuild loyalty • High-tech: automation, speed, accuracy • High-touch: empathy, common sense, intuition {BOTH COMBINED} • Unresolved issues around data privacy, IP protection, accuracy, ‘hallucinations’, bias • Limi
Slide 3: Continued growth and profitability surfing waves of technology
9000 • +12% Revenue growth CAGR 8,154 25,0% 8000 7,115 23,0% 7000 • +700bps EBITA margin improvement 21,0% 6000 5,355 5,732 19,0% 5000 4,180 4,441 17,0% 4000 3,398 3,649 15,0% 2,433 2,758 15,1% 15,5% 3000 2,059 2,126 2,347 14,3% 13,0% 13,3% 13,6% 2000 12,8% 11,0% 1000 11,2% 9,0% 9,7% 10,3% 0 9,1% 9,
Slide 4: Dedicated transformation function (T.A.P.) set up in 2018
Dedicated transformation function (“T.A.P.”*) set up in 2018 • To help us “Deliver Better” and to “Sell More” • 100+ products; delivering 2,000+ projects per year • >70% of new business proposals have a transformation component • Digital Academy – have trained and certified over 5,000 group’s leader
Slide 5: Dozens of GenAI projects at different stages of implementation
Cross-functional taskforce led by a T.A.P. expert to: • Implement GenAI products in client operations • Implement GenAI across the entire delivery value chain of Teleperformance: o Recruitment, training, workforce management (WFM), employee engagement, Q&A, HR service desk, IT support • Coach and su
Slide 6: Case Study: quality automation with TP Interact
Case Study 1 Original process Outcomes • Manual effort with a limited sample size (1-2% of total interactions) • Lack of consistency across quality analysts • 26% reduction in • Delayed and sub-optimal agent feedback process repeat interactions • 35% improvement in sales conversion Revised Approach
Slide 7: Case Study 2: AHT Reduction
Case Study 2 Original Process • Incoming emails from customers not necessarily well composed and/or structured • Multiple intents hidden within paragraphs making it complex to understand the issues • Inaccurate and delayed response led to repeat queries and poor customer experience -20% • High cost-
Slide 8: Case Study 3: GPT powered knowledge base
Case Study 3 Original Process • Client was working with a complex and clunky knowledge base in different formats • Knowledge base were lengthy and not easy to interpret • Extremely difficult for agents to find the relevant information quickly -8% AHT Reduction Revised Approach Implemented a GPT powe
Slide 9: Key success factors and outcomes
Key success factors • Knowledge of the process and systems to design the right solution and to ask the right questions ('Prompt Engineering’) • Need for robust security measures at every layer • 'Human in the Loop’ for close supervision – brand risk significantly disproportionate to the direct cost
Slide 10: CX spend, churn and acquisition cost by industry
Banking 3.0 – 5.0% 10 – 20% US$250 – 800 Insurance 2.0 – 3.0% 20 – 25% US$1,500 – 3,000 Telco 2.0 – 3.0% 10 – 20% US$350 – 500 Retail & E-commerce 1.5 – 2.0% 8 – 12% US$180 – 220 Travel & Hospitality 2.0 – 3.0% 15 – 20% US$10 – 40 Healthcare (Provider) 1.5 – 2.5% 12 – 17% US$250 – 500 Sources: 1. Cu
Slide 11: Customer management reality: example of a call
Customer management reality EXAMPLE OF A CALL 4: Inspired to be The best | T Teleperformance 11
Slide 12: Example of a call: service from the heart
EXAMPLE OF A CALL • Having factual data is important but is not enough • Need to help the customer calm down • Solution has to be accurate; can be relatively simple at times, but needs to be offered with empathy – to rebuild the brand trust • This is << SERVICE FROM THE HEART >> and is a ‘human to h
Slide 13: Adaptability, reskilling and surfing the waves
• Teleperformance has continued to deliver growth and profitability despite original perceived to be threatening waves of technology advancements (IVR, Internet, Apps, RPA, AI ...) • Generative AI represents the next logical step in group’s transformation and growth continuum • The more the society
Slide 14: The 21st century will be human centric
Walmart – Giant 'Brick and Mortar’ offline retailer • ~US$600 Bn in revenue • ~2.1 million employees An AI driven Hyper-Automated online retailer • ~US$500 Bn in revenue • ~1.6 million employees Revenue productivity of the online major is only ~10% above productivity of the offline major! The online
Slide 15: Q&A
inspired to be The bes? | ‘> Teleperformance Q&A
Slide 16: Teleperformance contact and social links
teleperformance.com teleperformanceblog.com /company/teleperformance @teleperformance_group /teleperformanceglobal /teleperformance @teleperformance