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 Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms Hosted on Acast. See acast.com/privacy for more information.