French BPO giant Teleperformance has added new chatbot technology to its portfolio, initially offering the service in 35 languages.
Powered by artificial intelligence and machine learning technologies, the company’s new chatbots will attend to factual inquiries from customers on the text-based chat channel, according to a company statement.
The chatbots will deal with requests for general information, freeing up agents to deal with more complicated and exceptional tasks.
“As we integrate AI, we increase the ease of resolving inquires requiring rational answers, and we give more space to our agents to address the relationship with the customers,” said João Cardoso, Head of AI, Teleperformance.
Chat has become the third most preferred channel for customers, according to Teleperformance’s own research.
Chatbots use deep learning to analyze customer information and history, before drawing conclusions about the intent behind customer queries. However, chatbots cannot completely replace human agents yet, as they are still required for more complex questions.
“Most industries are experiencing a continuous increase in the frequency of the interactions with customers. They demand easy and instant access to information,” said Lawrence Flynn, Chief Executive Officer, Artificial Solutions, underscoring the reason behind the demand for chatbots.
Teleperformance’s new chatbots are part of a strategic partnership with artificial intelligence and Natural Language Interaction (NLI) provider Artificial Solutions,