Company: TTEC, Englewood, CO
Company Description: TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world's most iconic and disruptive brands. Founded in 1982, the company's 48,500 employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other.
Nomination Category: Thought Leadership Categories
Nomination Sub Category: Best Use of Thought Leadership in Customer Service
 Nomination Title: TTEC AI Center of Excellence
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the thought leadership achievements since July 1, 2021 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 189 words used.
TTEC Holdings, Inc. is a leading global customer experience (CX) technology and services innovator for AI-enabled digital CX solutions. The company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform.
Serving iconic and disruptive brands, TTEC’s outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-gen digital and cognitive technology, the company’s Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation, and analytics solutions. The company’s Engage business delivers digital customer engagement, customer acquisition and growth, content moderation, fraud prevention, and data annotation solutions.
Founded in 1982, the company’s singular obsession with CX excellence has earned it leading client NPS scores across the globe. TTEC’s 64,400 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.
In addition to the many success stories our clients share, TTEC has repeatedly been recognized as a top performer in our industry by various group and is the recipient of more than 50 STEVIE Awards.
- Outline the organization's thought leadership achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 242 words used.
AI is an integral part of the technology and tools TTEC offers that empower our clients to deliver better, faster experiences to customers and employees alike.
In 2023, we significantly deepened and formalized our AI-related work by creating an AI Center of Excellence (COE), which brings together a cross-functional group of experts and thought leaders from throughout our business to guide our work and develop best practices around AI.
The COE centers on four core pillars that are important to our clients and the CX industry as a whole: how AI fits into the current and future CX ecosystem (enabling AI), where AI has the biggest impact on CX (AI in customer experience), the need to balance AI and workers (humans and AI), and related the governance and ethical considerations (responsible AI).
The COE led to the launch of our site, ttec.ai, which serves as a comprehensive AI thought leadership hub, as well as the launch of our LinkedIn newsletter, “More Than Meets the AI,” which quickly amassed a following of more than 38,000 subscribers. We also created the TTEC AI Readiness Assessment and Benchmark to help brands gauge where they are in their AI journey, and where they want and need to go.
The COE also spurred the creation of our knowledge base tool, Let Me Know, which produced such impressive results internally that we’re rolling it out to our clients to improve their employee and customer experience.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 250 words used.
Let Me Know is one of the most exciting things to result from our AI COE so far. Powered by generative AI, it enables contact center associates to resolve issues they previously couldn’t by having answers delivered to their desktops much faster than usual.
A common problem plaguing contact center knowledgebases is that many include outdated and irrelevant material. This leads to associate frustration when search results are useless, and ultimately leads to a poorer customer experience.
With Let Me Know, we have harnessed the power of generative AI, data annotation, data analytics, and insights to ensure a knowledgebase contains only current, relevant articles. This ensures that when associates ask for information, they receive relevant information they need to deliver quick and successful resolutions for customers.
Our proprietary tool provides a well-controlled, secure, and monitored data storage environment to ensure the greatest knowledge base accuracy and integrity possible. And it lets associates depend less on keywords, enabling them to search for information in a more intuitive and conversational way.
We piloted the tool among TTEC’s tech support associates. Average handle time improved 17% for lower-tier performers, 12% for mid-tier, and 5% for high performers. Most (86%) users say they use it for every or every other call. And 83% of users say it reduces stress during calls.
The tool was derived directly from our AI COE work and, as a result of the success we’ve seen internally, is being rolled out to help our clients improve employee and customer experience.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 126 words used.
Included with this submission is a video that demonstrates the capabilities of the Let Me Know tool, which shows first-hand how associates use the tool to streamline their knowledgebase searches and find the answers they need faster.
There also are links to our the new ttec.ai website, which houses much of our AI COE work, and our TTEC AI Readiness Assessment and Benchmark, which many companies have participated in (do we know how many). The assessment has not only helped us identify specific ways to help brand harness the full power, but to identify industry trends, hurdles to AI adoption, and other insights.
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