“Our AI-first philosophy is anchored in our “High-Tech, High-Touch, High-Standard” framework” – Mr. MV Prasanth, COO, TP in India
1. How is Teleperformance (TP) using AI and automation to improve customer experiences in real time?
At TP, AI and automation are not just tools, they’re enablers of real-time, hyper-personalized, and human-centric customer experiences. Through TP Microservices, our suite of technology solutions, we deliver end-to-end digital business services and superior customer experience that combine the precision of AI with the empathy of human interaction. AI is leveraged not to eliminate but elevate human interaction and problem-solving.
Our AI capabilities, ranging from multilingual bots, real-time sentiment analysis, predictive models, AI-powered automation translation services, and other proprietary tech tools, enable seamless, inclusive, and efficient customer engagements on scale. These solutions allow agents to deliver faster resolutions, reduce queue volumes, and drive more meaningful conversations.
In voice-based interactions, our partnership with Sanas – the accent translation tool for clear communication and effective customer support – exemplifies this commitment. By deploying real-time speech AI technology, we’re breaking down pronounced accent and noise barriers, enabling greater mutual understanding and reducing cognitive load for agents. This not only enhances customer satisfaction but also fosters crystal clear communication, boosting service experts’ confidence, morale and ability to solve customer problems- the critical components of exceptional CX.
Our technologies are always deployed with a human-first lens, augmenting—not replacing—our people, so they can focus on what they do best: creating understanding and delivering value.
- What does TP’s AI-first approach mean in practice, especially when it comes to balancing automation with human empathy?
Our AI-first philosophy is anchored in our “High-Tech, High-Touch, High-Standard” framework, where intelligent automation works in harmony with the emotional intelligence of TP experts. It’s not about replacing humans; it’s about empowering them.
In practice, this means using AI to handle routine queries, provide real-time assistance, next-best solution, and offer intelligent insights that support emotionally intelligent conversations. For example, our predictive and sentiment-based AI models guide agents in navigating complex or emotionally sensitive interactions, helping them respond with speed and empathy.
We embed ethical design, human oversight, and cultural sensitivity into every deployment. AI is always a support system, never a substitute. It’s this blend of cognitive precision and emotional depth that enables us to create transformative, trust-driven customer experiences for the world’s leading brands.
- Can you share how TP is preparing its workforce for a more tech-driven future?
India is the engine of our global AI and digital transformation roadmap, and we’re investing heavily to prepare our workforce for the future. As the fastest-growing market and Digital Center of Excellence (CoE) for TP group, TP India is where over 50% of our digital team is housed, driving innovation across AI, intelligent automation, and analytics – for the group and global clients.
We’re equipping our people in-house with cutting-edge skills from AI model training and automation architecture to emotional intelligence and contextual communication, along with structured L&D programs and academic partnerships. These initiatives co-create future-ready curricula aligned with evolving digital demands.
Our approach is holistic. We don’t just build technical capabilities; we cultivate emotionally intelligent professionals who can amplify the human element in every customer interaction. This fusion of tech and touch is what enables TP to deliver exceptional CX – powered by AI, enabled by people.
- What role do cross-functional teams play in driving innovation at TP?
Cross-functional collaboration is fundamental to our innovation engine. At TP, technologists, domain experts, trainers, and CX specialists come together to co-create scalable, agile, and human-centric AI solutions. These teams are at the core of our Centers of Excellence (CoE) in India, incubating best practices and replicable frameworks for ethical and effective AI deployment.
Whether it’s designing conversational IVRs, building predictive analytics platforms, or integrating AI into shared services like WFM or HRO, this multidisciplinary approach ensures that our solutions are not only technologically sound but also contextually relevant and operationally impactful.
It’s this convergence of diverse expertise that allows us to accelerate digital transformation, bridging the gap between automation and empathy and turning innovation into enterprise-wide value.
- How is TP ensuring that its growth and innovation efforts are inclusive and aligned with long-term business needs?
At TP, we believe inclusion is not just a principle, it is a practice embedded into our DNA. Whether it is real-time speech AI that supports our interaction expert teams from diverse locations and linguistic backgrounds, or AI-powered hiring and upskilling tools that remove bias, we are using technology to unlock opportunities for people and level the playing field.
Our ethical AI framework is rooted in transparency and fairness. Every deployment from sentiment analysis to content moderation is designed with robust compliance, local regulation adherence, and cultural sensitivity in mind. This safeguards trust while enabling scalable innovation.
From a business standpoint, we’re aligning these efforts with long-term goals such as operational efficiency, scalability, and customer loyalty. Our dual value proposition transforming both CX and back-office functions like F&A, HRO, and ITaaS demonstrates how innovation can be both human-centric and performance-driven.
Our growth strategy is centered on creating a future where AI augments human potential, drives equity, and delivers sustainable, enterprise-wide impact.
