Helping brands connect emotionally to their customers

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.