(VitalNews.org) – Teleperformance shares fell after the group missed their annual revenue goals and they claim that AI can’t replace humans.
Investors have been turned away from investing in groups like Teleperformance as they are worried about the effects of artificial intelligence. Last week, Teleperformance shares dropped substantially after a company called Klarna said that an OpenAI-powered customer service program was handling most of their customer service calls.
In response, Teleperformance CEO Daniel Julien said that AI would be beneficial to their model but that it would not completely replace humans or human interaction.
“AI helps to increase the accuracy of our employees … which is great, but at the end of the day we are here to reduce the friction between the citizens, or the customer, and the companies they have bought a product and service from,” he said.
He spoke about how this exchange is not just transactional but that there are a lot of other aspects that go into customer service conversations such as empathy, trust, and emotion.
Teleperformance said that they are expanding into AI and that they are working on about 250 AI projects. Julien ended his statement by saying that AI would be there to augment productivity. He spoke on the accuracy help that AI would provide but overall, it wouldn’t help to alleviate friction between citizens.
AI is there to “provide a solution that is going to augment the productivity, augment the quality of the information that can be given to the customer, but, at the end of the day, the customer is a human being. The day the customer is going to be a robot, maybe AI will replace the humans.”
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