AI vs BPO: Foundever's transformative journey with Guillaume Laporte

In this episode, we talk to Guillaume Laporte, Chief AI Officer
at Foundever - a $4 billion BPO giant with 150,000 employees
worldwide. Guillaume explains the massive impact of generative AI
on the BPO industry, why it’s the biggest threat and the biggest
opportunity for contact centres today.


From deciding whether to buy, build or partner on AI solutions to
navigating multiple client systems and languages, Guillaume
shares how Foundever is transforming its workforce with
AI-powered tools like EverAssist. Guillaume also explains why
Foundever built its own internal version of ChatGPT rather than
licensing OpenAI’s solution, saving millions of dollars a year
while retaining control over features, latency and performance.


Find out how Foundever has been tackling challenges like the AI
adoption gap, balancing cost, speed and accuracy in AI models and
using talent to scale solutions globally.


If you want to know how generative AI is being used in a complex,
multilingual, multi-client environment, this episode has the
answers. Whether you’re in BPO or exploring enterprise AI,
Guillaume’s honest insights are valuable for any organisation
looking to stay ahead in the AI age.


Shownotes:


Find out more about Foundever: https://foundever.com


The voice dictation tool recommended by Guillaume:
https://wisprflow.ai


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https://open.substack.com/pub/kanesimms


Get in touch with Kane on LinkedIn:
https://www.linkedin.com/in/kanesimms


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