TDCX’s AI Consulting Arm To Steer Innovation In Customer Experience

KUALA LUMPUR, May 30 (Bernama) -- TDCX, a digital customer experience (CX) solutions provider for technology and blue-chip companies, has launched its artificial intelligence (AI) consulting arm, TDCX AI.

According to TDCX in a statement, through the specialised division, the company aims to leverage the power of AI to analyse big data, generate insights, and unlock opportunities for stronger predictive capabilities and process improvements in the area of CX.

TDCX Chief Executive Officer and Founder, Laurent Junique said: “Through our latest initiative, TDCX AI, we will collaborate even more closely with our clients to extract actionable insights to optimise operations and enhance decision-making processes with accuracy and speed.

“The integration of generative AI in the CX industry has the potential to not only transform the customer experience but also create better job opportunities for humans. By leveraging AI technologies to automate repetitive tasks and streamline processes, we empower our employees to focus on more meaningful and complex interactions with customers.

“Our commitment to combining the power of generative AI with human expertise ensures that our employees thrive in a dynamic and rewarding work environment, fostering professional growth and job satisfaction.”

TDCX AI, led by its Senior Vice President, Ben Sun who has more than 20 years of experience in AI strategy, CX digital transformation, corporate venture building, innovation and CX organisation design, brings together TDCX’s expertise in leveraging AI in CX applications.

One area of focus for TDCX AI is the leveraging of generative AI to deliver hyper-personalised CX. Through comprehensive analysis of customer data, the TDCX AI team can help clients identify preferences, habits, and behaviours, thereby enabling the creation of tailored CX journeys and targeted marketing strategies, which will drive customer loyalty and revenue growth.

To help clients explore the possibilities of integrating generative AI in their CX delivery model, TDCX AI has developed an AI Maturity Program, in which it takes a structured approach to assessing a client’s capabilities across multiple areas.

By combining human intelligence and AI, TDCX’s employees will be able to retrieve critical data, perform comprehensive analyses, and make informed decisions swiftly and accurately, thus leading to faster response times and better one-time resolution for customers.

-- BERNAMA