Transcom partners with Google Cloud to create generative AI solutions for CX

Transcom, a global CX services provider, is partnering with Google Cloud to develop AI solutions to improve customer service operations, reduce cost and raise customer satisfaction.

Google Cloud’s generative AI capabilities and on-going support will provide the necessary tools to develop customized solutions for the CX industry.

“AI has quickly gone from being a hype to presenting real cases with real benefits. By combining our vast knowledge of CX, service operations, and AI solutions with Google Cloud’s gen AI capabilities, we can not only meet the increasing demand but actually steer the industry forward by creating game-changing AI CX solutions. We’ve already seen some first results of our partnership, and the future looks bright”, says Jonas Dahlberg, President & CEO at Transcom.

“Generative AI brings transformative potential for the CX services industry, and we’re thrilled that Transcom is utilizing Google Cloud’s Vertex AI to create innovative experiences for CX agents and operations managers,” said Warren Barkley, Senior Director of Product Management, Vertex AI at Google Cloud. “Vertex AI empowers partners like Transcom to access large language models to easily experiment and build generative AI applications, and we look forward to seeing how Transcom continues to innovate with this technology.”

The first result of the partnership is an Agent Development Accelerator (ADA), which uses AI to emulate real-life customer interactions for agent training while providing feedback on performance and improvement areas. Tests have shown that the solution shortens training times, improves performance, and significantly enhances agent satisfaction.

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About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world’s most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 30,000 employees work in over 90 contact centres and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation and backoffice services. We help our clients drive their brands forward, customer satisfaction up and operating costs down.

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