Teleperformance’s stock dropped after the company missed its yearly sales goals and said AI can’t do the work of humans.
Due to concerns about the effects of AI, investors have been unwilling to put money into companies such as Teleperformance. Shares of Teleperformance fell a lot last week after a company called Klarna said that most of their customer service calls were being handled by a tool driven by OpenAI.
Daniel Julien, CEO of Teleperformance, replied that AI would help their model but would not fully replace people or interactions with people.
It’s great that AI helps our workers be more accurate, but at the end of the day, he said, “we’re here to make things easier between citizens, or customers, and the companies they’ve bought something from.”
He said that this isn’t just a business deal, but that there are many other things that go into talks in customer service, like trust, emotion, and empathy.
Teleperformance said they are working on about 250 AI projects as part of their plan to grow into AI. At the end of his speech, Julien said that AI would be there to help people be more productive. He talked about how AI would help with accuracy, but in the end, it wouldn’t help to make things better between people.
AI is meant to “provide a solution that is going to increase productivity and improve the quality of the information that can be given to the customer, but at the end of the day, the customer is a person.” “The day the customer is a robot, and AI may take the place of people.”
