Teleperformance
Smart customer service with AI solutions for international support centersParticipation in the development of AI systems for automated customer service. We worked on training AI agents, integration with existing CRM and IVR systems, and managing language complexity so the service operates consistently across global coverage.
Participation in the development and integration of advanced artificial intelligence solutions (AI Chatbots) for the automated service of users at a global scale.
Highlights
AI Chatbots for customer service
Automation at global scale
Integration with support centers
Advanced AI solutions
Technologies & capabilities of the project
- Python + PyTorch / TensorFlow for ML model training & serving
- Java + Spring Boot for orchestration & integration services
- Natural Language Understanding (NLU) with fine-tuned transformer models
- Large Language Model (LLM) integration for conversational AI
- Retrieval-Augmented Generation (RAG) with vector embeddings in pgvector / Pinecone
- PostgreSQL + MongoDB for structured/unstructured conversation data
- Redis for session state and rate limiting
- Apache Kafka event streaming for conversation events
- Multi-language support across 40+ languages with auto-detection
- CRM integration (Salesforce, MS Dynamics) via REST APIs
- IVR integration for phone channel with DTMF and natural voice input
- Speech-to-Text & Text-to-Speech engines for voicebot capabilities
- Real-time conversation routing to human agents on escalation
- Sentiment analysis on live conversations for proactive intervention
- A/B testing framework for prompt engineering and model evaluation
- Kubernetes with GPU pods for inference workloads
- MLflow for model versioning & experiment tracking
- Grafana + Prometheus for real-time KPIs (CSAT, AHT, deflection rate)
- Feedback loops with supervised fine-tuning for continuous model improvement
- GitOps with ArgoCD for continuous deployment
- ELK Stack for centralized logging & audit
- End-to-end encryption + GDPR-compliant data handling