In this episode, we talk to Guillaume Laporte, Chief AI Officer at Foundever – a $4 billion BPO giant with 150,000 employees worldwide.
Presented by NLX
NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent.
When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.
Guillaume explains the massive impact of generative AI on the BPO industry, why it’s the biggest threat and the biggest opportunity for contact centres today.
From deciding whether to buy, build or partner on AI solutions to navigating multiple client systems and languages, Guillaume shares how Foundever is transforming its workforce with AI-powered tools like EverAssist. Guillaume also explains why Foundever built its own internal version of ChatGPT rather than licensing OpenAI’s solution, saving millions of dollars a year while retaining control over features, latency and performance.
Find out how Foundever has been tackling challenges like the AI adoption gap, balancing cost, speed and accuracy in AI models and using talent to scale solutions globally.
If you want to know how generative AI is being used in a complex, multilingual, multi-client environment, this episode has the answers. Whether you’re in BPO or exploring enterprise AI, Guillaume’s honest insights are valuable for any organisation looking to stay ahead in the AI age.
Show notes
Find out more about Foundever.
The voice dictation tool recommended by Guillaume – Wispr Flow.
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