ServiceNow announced that global digital services leader Teleperformance is joining the AI Lighthouse program. Teleperformance will collaborate on the design, development, and deployment of new industry specific generative AI (GenAI) use cases that boost productivity and help increase customer and employee satisfaction across front- and back-office capabilities in Customer Service Management (CSM) and IT Service Management (ITSM).
Announced in July 2023, AI Lighthouse is a first-of-its kind program to fast-track the development and adoption of enterprise GenAI capabilities. Teleperformance’s participation complements the company’s launch of TP GenAI earlier this year.
“Some of the world’s biggest brands are focused on leveraging generative AI tools to improve efficiencies and strengthen their services,” said Teleperformance Chairman and CEO, Daniel Julien. “Our partnership with ServiceNow will tap into our deep insights based on decades of digital CX experience to create compelling and actionable generative AI use cases for our clients with AI Lighthouse.”
“Generative AI is unveiling a new frontier of human productivity, leading the way to an era of rising prosperity,” said ServiceNow Chairman and CEO Bill McDermott. “AI Lighthouse welcomes brilliant minds across all industries to propel generative AI innovation. We are honored to have Teleperformance as part of our ecosystem, their digital services expertise will help to unleash the potential of AI-enabled experiences.”
Teleperformance brings deep experience in CX consultancy, GenAI, engineering, and development to AI Lighthouse. The company’s initial focus will be to design and develop new GenAI models to support agent interaction with customers. As the most critical part of customer care, Teleperformance will look to automate remedial agent tasks such as case summarization, next steps, and knowledge management for their customer service agents within the AI Lighthouse program.
SOURCE: BusinessWire
