Teleperformance Enhances Communication and Recruitment with Aivo’s AI Solutions

Teleperformance is a global leader in solution design, corporate strategy optimization, customer service, and other business operations such as finance, technical support, and accounting. With over four decades of experience, industry expertise, and innovation, Teleperformance offers a comprehensive service portfolio for companies around the world. The company has over 23,000 employees and receives thousands of job applications from candidates worldwide. Teleperformance is committed to providing a good service experience not only for its customers but also for its collaborators and applicants.

Teleperformance, a global leader in customer service, faced a significant challenge in managing communication and recruitment processes for its over 23,000 employees and numerous job applicants worldwide. The company aimed to provide easy and quick access to information for all, but struggled with growing closer to its collaborators, ensuring their satisfaction, and preventing overload in the support areas. Prior to implementing Aivo’s platform, Teleperformance had a small staff and an overburdened recruitment service channel. This resulted in an excessive demand on the Human Resources team and left many applicants without a response, negatively impacting the company’s image.

In 2021, Teleperformance turned to Aivo’s conversational AI solutions to address these challenges. The goal was to offer a single, 24/7 available channel where employees and external applicants could access all of the company’s processes and services. The bot, implemented in collaboration with Aivo’s team, is available for the web channel, supporting candidates during the application process and assisting employees with the company’s internal procedures. Aivo’s team led the entire process and promoted best practices for bot content curation. The partnership was instrumental in achieving significant results since the implementation. Teleperformance plans to make the bot more assertive, increase its response power, and integrate it with other systems for greater resolution in the future.

• The implementation of Aivo’s conversational AI solutions has significantly improved Teleperformance's communication and recruitment processes. The bot has not only eased the workload of the agents but also enhanced the company's rapport with employees and applicants. It has reduced the number of calls in internal areas and service channels, such as WhatsApp and 800 numbers, thereby improving the company's efficiency. The bot has also helped in maintaining a high satisfaction rating among users, thereby enhancing the company's image. The successful implementation of the bot has paved the way for future enhancements, including making the bot more assertive and integrating it with other systems for greater resolution.

• Teleperformance now automates an average of 13,000 queries per month.

• The average response time of the bot is 36 seconds.

• The bot has a 96% efficiency rate.