Teleperformance: violent dropout, fears around AI

Photo credit © Teleperformance

( — Violent dropout for Teleperformance which fell 15% to 113.4 euros (the title is even reserved for a decline), the lowest level since November. A joke that several traders cited by ‘Bloomberg’ link to a Klarna press release published Tuesday evening according to which its AI assistant has made a great contribution to the company.

The fintech claims its AI assistant, powered by OpenAI, did the equivalent of the work of 700 full-time agents and had 2.3 million conversations, or the equivalent of two-thirds of customer service chats, during of the first month following its deployment. The tool also helped reduce repeat requests by 25% and resolve customer issues faster. Financially, the AI ​​assistant is expected to improve the firm’s profits by $40 million in 2024.

What revives concerns that this revolutionary technology could disrupt Teleperformance’s call center activities. The French giant warned last year that 20 to 30 percent of its call volumes could be automated over the next three years as chatbots become more widespread.


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