TDCX’s GenAI-Powered PeopleQX Scales Quality Across a Global Tech Brand’s Multilingual CX
THE CHALLENGE
A global consumer electronics leader was riding a wave of rapid expansion across Southeast Asia and East Asia. Every day brought a flood of customer conversations that switched languages faster than their teams could track, spanning at least four main languages and three hybrid dialects. With support requests pouring in from across this linguistic spectrum, their manual quality assurance (QA) processes simply couldn’t keep up. Each evaluation took an average of 44 minutes, and analysts could only review 11 interactions a day, or 32 across the team in a 24-hour cycle. The gap between growth and quality widened, leaving most interactions unchecked.
Blind spots in customer experience (CX) multiplied, as inconsistencies and missed errors jammed up the customer journey. Service quality started buffering, agent productivity lagged, and valuable coaching moments were lost in the shuffle. With patchy QA coverage and rising operational risk, the brand knew it needed to break free from outdated QA processes and reimagine them for the realities of Asia Pacific’s linguistically diverse market and digitally savvy consumers.
THE SOLUTION:
GenAI-Powered
PeopleQX
TDCX deployed PeopleQX, a QA management platform powered by generative AI (GenAI), engineered to evaluate every customer interaction against a detailed set of company-defined criteria.
Automated QA
Evaluations
PeopleQX’s AutoQA feature supports over 99 languages, streamlining quality checks by instantly transcribing, scoring, and categorizing conversations that humans can validate — all within a unified interface.
Multilingual QA Automation
Advanced natural language processing (NLP) transcribes, translates, and analyzes conversations across multiple languages and dialects, ensuring no detail is lost, no matter the channel.
Sentiment
Analysis
PeopleQX automatically detects customer sentiment in how issues were handled. It pinpoints satisfaction, frustration, or urgency so that feedback, coaching, and upskilling can be targeted.
Context
Recognition
The platform understands not just what was said, but the intent and context behind each interaction. This helps the QA team and CX agents better identify emerging trends and cultural nuances.
Human-in-the-Loop
Model
GenAI handles high-volume reviews, while skilled QA experts oversee edge cases and cultural subtleties. This ensures that the final assessments combine machine speed with human judgment.
Performance
Dashboards
Dashboards visualize QA results and agent performance, giving managers data-driven insights to close gaps, track improvements, and support compliance.
Single Source of
Truth for QA
Self-service, no-code capabilities let QA teams build scorecards, test them against AI scoring, and share results and feedback to analysts and agents.
THE RESULTS:
IN CONVERSATIONS REVIEWED DAILY
IN QA ASSESSMENTS IN 24 HOURS
IN TRANSCRIPTION AND TRANSLATION
IN QA TIME PER EVALUATION
