Three questions for João Cardoso
GenAI technology is an opportunity for the Group.
João Cardoso,
Chief Innovation and Digital Officer
As a multilingual entrepreneur in the information systems’ industry, I was one of the founders and directors of the software companies EasyPhone and Altitute Software, before joining Teleperformance in 2003. I notably managed operations and successfully developed the multilingual hubs in Portugal, before taking up the role of Global R&D and Digital Integration Director in 2017. I was the main architect of TP Cloud Campus, the remote working platform that enabled the Group to successfully meet the challenges of Covid lockdowns. I was subsequently appointed Teleperformance's Managing Director for the EMEA region. My background is in IT engineering, specialized in AI. I am also a graduate of the Nova School of Business and Economics (Portugal) and the Wharton School of Business at the University of Pennsylvania (USA).
My responsibilities at Teleperformance are threefold: 1) I am responsible for the Group’s IT systems, managing a GenAI/AI-powered high-tech ecosystem. This ecosystem facilitates access to information for our clients experts and frees them from mundane and repetitive tasks. It allows them to focus on more complex tasks that require emotional intelligence and to better seize opportunities through interactions with clients.
2) I oversee Lean Six Sigma’s continuous improvement practices and innovation for the Group. I’m also responsible for the Group’s operating standards, which embody our evolving expertise and articulate our high-touch and high-tech capabilities. Additionally, I supervise the Group’s security – a critical component that ensures the safe operation of the entire engine. 3) I develop TP Infinity, our new consulting offer for digital solutions when it comes to supporting clients with their customer service.
GenAI technology is an opportunity for the Group, namely because of what it enables us to add to the specific needs of our existing and prospective clients. Teleperformance excels in creating bespoke customer service solutions. In the wake of what we’ve accomplished with AI and Robotic Process Automation since 2016, Teleperformance has been using GenAI to free our professionals from mundane tasks (“ai@TP”).
In parallel, we are making a comprehensive investment in developing emotional intelligence across the organization (“ei@TP”). This enables our professionals to fully deploy their talents and create outstanding customer experiences, thereby increasing engagement and fostering attachment between customers and brands. Like with other transformative technologies in the past, we leverage GenAI to be more effective in capturing market share for our clients, by offering ever-more memorable experiences to consumers.
Customer service is a key differentiator, and GenAI introduces a new competitive dimension between brands. This can only be beneficial for Teleperformance’s business.
The deployment of GenAI, in the wake of what we’ve accomplished with AI to date, will generate new business for Teleperformance, as our clients will need our expertise to realize the maximum benefits of this technology evolution. The boom in content moderation activities on social networks over the last five years is an excellent illustration of our extension into related services in supporting our clients.
Bhupender Singh,
co-CEO
Teleperformance launched TP Infinity, its digital services arm in January 2024. The Group aims to address the growing client demand for an integrated approach to CX transformation.
The complete offering includes:
CONSULTING: strategy, consumer journey design, process optimization, organization design, etc.
TECHNOLOGY: contact center as a service (CCaaS), conversational AI, app dev/ system integration, intelligent automation
DESIGN AND CREATION: CX analytics, digital touch points development, digital marketing, social media CX services
ANALYTICS: market research, customer feedback management, employee engagement, etc.
A full range of high-tech tools developed by Teleperformance, combining:
1. The Group’s proprietary digital solutions, like:
Suite of AI solutions designed to accelerate, improve and optimize business processes
Speech-to-text translation application
Automated, personalized prediction of consumer behavior
Cloud environment for IT security and fraud prevention
2. Partnerships with major digital platforms, like:
Good to know!
TP Infinity comprises a diverse team of more than 3,000 consultants, data lovers, tech enthusiasts, creative masterminds and operations gurus. They operate in 20 countries across North America, South America, Europe, and Asia and are united by a common purpose: to push the boundaries of CX.
In June 2024, Teleperformance was named a platinum partner of Kore.ai, a world leader in enterprise conversational and GenAI platform technology
Kore.ai’s enterprise-grade, no-code* platform will enable TP Infinity to build advanced virtual assistants that are powered by generative AI and large language models (LLMs) for meeting the unique needs of their customers around use cases involving customer experience, enterprise automation and personalized solutions based on user experience.
* Enables software to be designed and deployed via a graphical interface without the need for programming skills.
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