Helping brands connect emotionally to their customers
Emotional Intelligence (EI) is a uniquely human trait. From it, emerges the ability to relate (empathy), a feeling of proximity, and the potential of truly meaningful personal connections. Which is why so many research studies show, that when it comes to customer service, people prefer to deal with people.
At TP, our customer experts are at the very center of service delivery. The essential front-line connection between your brand and your customers. We know that Artificial Intelligence (AI) can’t replace that connection but, expertly combined with EI, can magnify it. And enable our customer experts to deliver personalized, and efficient solutions to your customers, every time and everywhere.
Every day, our customer experts use empathy to solve customers’ problems, transforming millions of lives globally with unparalleled experiences.
Learn more about AI | Intelligent Automation | Conversational AI
Customer delight and loyalty
Through expertly integrating AI into our people-powered CX processes, we've enhanced operational outcomes, increased efficiency, and boosted quality to consolidate customer loyalty.
Introducing TP GenAI
Harness the power of Generative AI
Generate conversational, life-like dialogs to supplement your workforce and scale to meet sudden or seasonal volume spikes. TP GenAI analyzes past interactions and combines a trained Large Language Model (LLM) with billions of parameters to deliver authentic, people responses.
Bringing together some of the brightest minds in EI and AI
Meet TP Think Tank
To better understand how EI and AI will impact the future of customer experience management (CEM), we have launched TP Think Tank. This initiative brings together some of the brightest minds in EI, AI, and human-machine interaction, combined with TP’s unrivalled experience of delivering CEM around the world. Among the key topics they’ll discuss, is how to leverage EI and AI to supercharge our people, processes, and technology to help us provide even more empathetic customer support that builds and retains customer loyalty. They’ll also explore the opportunities, potential, and limitations of AI/Gen AI for customer interactions/CX, which is becoming an increasingly important topic for our clients.
Frequently asked questions (FAQs)
Empathy in customer service significantly enhances customer satisfaction and loyalty. Our customer experts excel in soft skills, addressing issues through active listening, personalized responses, and acknowledging customers' feelings, particularly in complex situations.
AI tools enable our customer experts to focus more on their unique empathetic skills to ensure outstanding experiences for our clients’ customers. Interactions are more genuine, brand experience is more authentic and personal relationships are longer lasting.
EI ensures that AI-enabled solutions are not only efficient, but also address the individual emotions and unique needs of each customer.
We use AI to supercharge our people, our processes, and our technology to help us provide our clients’ customers with easier, faster, more personalized, and empathetic customer support to build and retain customer loyalty. We are powered by emotional intelligence and enabled by AI.
AI is used across a range of applications. These typically include:
- Helping the customer expert to gauge the intent of the customer in real time.
- Summarize content and responses. Incoming emails can be summarized by AI and responses can be generated at the click of a button.
- Eliminating the need for customer experts to manually look for response resources or manually prepare call summaries, frees them up to focus on delivering empathetic and compassionate support that will further strengthen customer satisfaction and loyalty.
- Translate between languages to support customers in their preferred language.
- Reduce hold times with targeted AI-generated responses to customer expert queries.
- Trigger actions based on promises made during a call by the customer expert.
- Generate call summaries, eliminating the need for customer experts to take manual notes.
- Monitor customer interactions to ensure quality and consistency.
Conversational AI (CAI) helps customers to interact with technology using spoken or written natural language. To get the best from these technologies (like Kore.ai, Congnigy and Microsoft) it’s crucial to draw on deep CX delivery expertise – an area where TP’s global capabilities are unrivaled. These include a full voice/chatbot and an integrated conversational IVR system. Learn more about Conversational AI.
Cutting-edge technologies and frameworks to automate tasks, optimize performance, and enhance customer experience (CX). Covers a wide range of automation projects, from robotic process automation (RPA) to hyper-automation. Learn more about Intelligent Automation.
It’s crucial to choose a partner with both the technology know-how and deep experience of CX to ensure the optimal combination of the human touch and tech (high-touch, high-tech) and the best processes to deliver continuous improvement and innovation. TP has an unrivalled track record with thousands of technology professionals worldwide and partnerships with the leading technology providers. Plus, we’re the global CX market leader. Our relentless focus on three dimensions – High-touch, High-tech and High Standards - elevates CX and the emotional engagement between your customers and your brand:
AI has been part of TP’s digitalization strategy for more than two decades, and throughout that evolution process, TP has been a leading innovator. Now, with the introduction of new, generative capabilities, the technology can be used to elevate our customer expert’s performance by empowering them. AI/GenAI absorbs mundane tasks and frees up our people to focus on discovering new customer insights, identifying potentially unmet needs, and establishing an emotional bond with customers that elevates customer engagement and loyalty. EI in action!
By attracting top talent and having the processes and resources in place to realize their full potential. Ensuring we have the smartest, most tech-savvy, client-centric professionals in the industry, living in a culture deeply rooted in our Values and Philosophy. We are proud to be among the top five World’s Best Workplaces™, all while delivering outstanding results. Our recruitment and training programs focus on hiring and training top talent for Emotional Intelligence (EI) and empathy to support enhanced customer experiences.
Technology can never replace humans when it comes to more complex or high-stakes issues where human understanding, empathy, and Emotional Intelligence (EI) are essential. Many factors will continue to drive organizations to use customer service experts, either in place of or in combination with AI-driven support solutions. These include:
Customer preference - the majority of consumers prefer to reach out to a live person for support rather than automated chatbots or self-service channels.
Complex issues - some industries have customer service issues that are simply too complex for an automated solution to provide the necessary support. In this case, consumers continue to escalate their inquiries until they reach a live customer expert.
Differentiated services - customer support is a key competitive/brand differentiator, essential for retaining existing customers and winning new ones.
TP combines high-tech, high-touch, and process excellence to deliver outstanding customer support.
Frequently asked questions (FAQs)
Empathy in customer service significantly enhances customer satisfaction and loyalty. Our customer experts excel in soft skills, addressing issues through active listening, personalized responses, and acknowledging customers' feelings, particularly in complex situations.
AI tools enable our customer experts to focus more on their unique empathetic skills to ensure outstanding experiences for our clients’ customers. Interactions are more genuine, brand experience is more authentic and personal relationships are longer lasting.
EI ensures that AI-enabled solutions are not only efficient, but also address the individual emotions and unique needs of each customer.
We use AI to supercharge our people, our processes, and our technology to help us provide our clients’ customers with easier, faster, more personalized, and empathetic customer support to build and retain customer loyalty. We are powered by emotional intelligence and enabled by AI.
AI is used across a range of applications. These typically include:
- Helping the customer expert to gauge the intent of the customer in real time.
- Summarize content and responses. Incoming emails can be summarized by AI and responses can be generated at the click of a button.
- Eliminating the need for customer experts to manually look for response resources or manually prepare call summaries, frees them up to focus on delivering empathetic and compassionate support that will further strengthen customer satisfaction and loyalty.
- Translate between languages to support customers in their preferred language.
- Reduce hold times with targeted AI-generated responses to customer expert queries.
- Trigger actions based on promises made during a call by the customer expert.
- Generate call summaries, eliminating the need for customer experts to take manual notes.
- Monitor customer interactions to ensure quality and consistency.
Conversational AI (CAI) helps customers to interact with technology using spoken or written natural language. To get the best from these technologies (like Kore.ai, Congnigy and Microsoft) it’s crucial to draw on deep CX delivery expertise – an area where TP’s global capabilities are unrivaled. These include a full voice/chatbot and an integrated conversational IVR system. Learn more about Conversational AI.
Cutting-edge technologies and frameworks to automate tasks, optimize performance, and enhance customer experience (CX). Covers a wide range of automation projects, from robotic process automation (RPA) to hyper-automation. Learn more about Intelligent Automation.
It’s crucial to choose a partner with both the technology know-how and deep experience of CX to ensure the optimal combination of the human touch and tech (high-touch, high-tech) and the best processes to deliver continuous improvement and innovation. TP has an unrivalled track record with thousands of technology professionals worldwide and partnerships with the leading technology providers. Plus, we’re the global CX market leader. Our relentless focus on three dimensions – High-touch, High-tech and High Standards - elevates CX and the emotional engagement between your customers and your brand:
AI has been part of TP’s digitalization strategy for more than two decades, and throughout that evolution process, TP has been a leading innovator. Now, with the introduction of new, generative capabilities, the technology can be used to elevate our customer expert’s performance by empowering them. AI/GenAI absorbs mundane tasks and frees up our people to focus on discovering new customer insights, identifying potentially unmet needs, and establishing an emotional bond with customers that elevates customer engagement and loyalty. EI in action!
By attracting top talent and having the processes and resources in place to realize their full potential. Ensuring we have the smartest, most tech-savvy, client-centric professionals in the industry, living in a culture deeply rooted in our Values and Philosophy. We are proud to be among the top five World’s Best Workplaces™, all while delivering outstanding results. Our recruitment and training programs focus on hiring and training top talent for Emotional Intelligence (EI) and empathy to support enhanced customer experiences.
Technology can never replace humans when it comes to more complex or high-stakes issues where human understanding, empathy, and Emotional Intelligence (EI) are essential. Many factors will continue to drive organizations to use customer service experts, either in place of or in combination with AI-driven support solutions. These include:
Customer preference - the majority of consumers prefer to reach out to a live person for support rather than automated chatbots or self-service channels.
Complex issues - some industries have customer service issues that are simply too complex for an automated solution to provide the necessary support. In this case, consumers continue to escalate their inquiries until they reach a live customer expert.
Differentiated services - customer support is a key competitive/brand differentiator, essential for retaining existing customers and winning new ones.
TP combines high-tech, high-touch, and process excellence to deliver outstanding customer support.
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