India, May 15 -- TP (renowned as Teleperformance), a business process outsourcing (BPO) company, is embracing artificial intelligence to augment its human workforce rather than replace it. The company's high-tech, high-touch philosophy emphasises combining cutting-edge AI tools with human empathy to deliver superior customer experiences.

In this interview, Thomas Mackenbrock, Global Deputy CEO of TP, and Anish Mukker, CEO of TP India and Global AI Lead, discuss how the company is navigating the AI revolution, its approach to workforce upskilling, and ethical concerns such as accent modification.

Thomas: Over the last 45 years, we have witnessed multiple waves of change in the industry, from voice-based outsourcing to multi-channel servi...