TP Partners with Ema and Parloa to Enhance Agentic AI Integration Across Services

In a significant move to elevate digital services, TP, a leader in global digital solutions, announced strategic partnerships with Ema and Parloa, two innovators in the field of agentic artificial intelligence (AI). This collaboration seeks to blend the strengths of advanced AI with human expertise, enhancing the quality of customer experiences and back-office operations alike.

New Partnerships and Innovations

These partnerships come as part of TP’s initiative to develop cutting-edge AI solutions that address current market demands. With a €100 million AI investment program already underway, TP is set to continue pioneering advancements in intelligent operations. The addition of Ema and Parloa to its portfolio not only extends TP's capabilities but also exemplifies its commitment to creating a seamless integration of AI tools and human skills.

Ema, based in Mountain View, California, is recognized for its comprehensive agentic AI platform that automates workflows across various business functions. Its systems are designed to assist organizations in implementing AI functionalities effortlessly, allowing teams to focus on high-context strategic tasks. Alongside this, Parloa’s platform enhances multilingual voice engagement by combining AI agents with human experts, ultimately striving for a more personalized customer service experience.

Transforming Customer Experience

The essence of this partnership lies in blending technology with empathy. As noted by Thomas Mackenbrock, TP’s Group Deputy CEO, the aim is not just to adopt innovative technologies but to orchestrate them effectively alongside a highly skilled team. This focused approach is intended to foster smarter, faster experiences, contributing to sustainable growth.

In leveraging Ema’s agentic systems, TP aims to enhance its services across over 400 clients, indicating a robust expansion of their AI capabilities. The collaboration will also enhance the operational efficiency of back-office functions, which are projected to grow significantly in the coming years. With expected market growth in the back-office sector reaching around $320 billion, TP is positioning itself at the forefront of this wave.

Enhanced Skills and Opportunities

This partnership is expected to create new professional opportunities within TP, as technology and human resources align to tackle more complex challenges in customer engagement. By automating routine inquiries, TP experts will have the bandwidth to address intricate concerns, leading to improved service delivery and customer satisfaction.

Surojit Chatterjee, CEO and co-founder of Ema, emphasized the pivotal nature of their collaboration, which aims to establish a future where AI serves not only as a tool but as a genuine partner in transforming the workplace. This sentiment is echoed by Malte Kosub, CEO and Founder of Parloa, who underscored the importance of maintaining a human touch in customer communications while integrating advanced technology for efficiency.

Investment and Future Goals

Both Ema and Parloa are also on the horizon for future investments from TP, with provisions for TP to invest up to $15 million in Ema and $10 million in Parloa in their forthcoming financing rounds. This financial backing signifies TP's long-term commitment to fostering growth and innovation within these partnerships.

As TP forges ahead with these groundbreaking partnerships, the blend of advanced agentic AI and human expertise promises a revolutionary change in how organizations manage customer service and operational efficiencies. Moving forward, TP aims to redefine digital transformation in enterprises, focusing on agile, inventive, and resilient teams capable of navigating the challenges of modern business landscapes.

TP's collaboration with Ema and Parloa serves as a benchmark in the industry, illustrating a trend towards a symbiotic relationship between artificial intelligence and human capabilities—boasting not only to improve efficiency but also customer satisfaction, thus setting the stage for the future of work.

About the Companies

Ema - An innovator in agentic AI, Ema offers a platform that automates workflows across myriad business functions, prioritizing streamlined operations for large enterprises. Founded by industry veterans, Ema caters to the evolving needs of organizations looking to leverage AI for efficiency.

Parloa - This company specializes in integrating AI into customer service paradigms, revitalizing the landscape of customer interactions across channels. With a focus on human-centric AI design, Parloa empowers contact center agents by automating routine queries and elevating service quality.

TP - Teleperformance stands as a global leader in digital business services, aiming to combine the best of technology and empathy in delivering enhanced customer experiences. Continuously expanding its footprint, TP demonstrates a dedication to innovation and growth across multiple sectors.