ShanghaiJune 15, 2026 /PRNewswire/ — On June 5, transcosmos Group’s Chinese subsidiary, transcosmos China (Shanghai Transcosmos Information Technology Services Co., Ltd.), was awarded the “Best Outsourcing Partner Service Award” at the “2026 AI-Empowered Customer Service Industry Innovation and Development Conference & the 4th New Customer Service Festival Awards Ceremony.”
As a dedicated platform representing the thriving customer service industry in the new era, the New Customer Service Festival Awards are organized by the Customer Insight Institute, with the core purpose of recognizing outstanding enterprises, organizations, and individuals that have achieved remarkable success in the transformation toward “New Customer Service.” transcosmos China stood out among numerous participants, showcasing its excellence in building AI-driven customer service systems and innovating outsourcing services.
- Smart Transformation & Restructuring: AI Strategic Shift from Cost Center to Value Center
This year’s New Customer Service Festival, themed “AI Integration and Innovation: Smart Services Shaping the Future,” focused on the innovative pathways and practical outcomes of AI empowering the customer service industry. Guided by a forward-looking strategy, transcosmos China established a clear transformation logic: leveraging its long-accumulated massive data to accelerate the application of AI and digital systems, transforming the customer service system from a traditional cost center into a value center.
By deploying fully automated AI agents and building intelligent assistance systems, transcosmos China systematically freed human resources from tedious tasks, focusing them on high-value service scenarios. For example, when serving a gaming client, transcosmos China implemented fully automated AI agents to replace human night shifts, alleviating frontline staffing issues while improving response efficiency and significantly boosting customer satisfaction. For a 3C electronics client, it built an AI-assisted intelligent system that, on one hand, utilized smart knowledge bases and automated inquiry categorization, and on the other hand, leveraged comprehensive user data tagging and modeling to deliver personalized complaint handling services. This successfully achieved digital upgrades in both operational quality and user experience.
- Practical Results & Breakthroughs: Full-Chain AI Applications Driving Dual Improvements in Service Experience and Business Value
In the customer service industry, the value of AI is not limited to advanced concepts but hinges on rapid implementation and tangible results. In recent years, transcosmos China’s AI customer service system has been deployed across multiple scenarios simultaneously, helping numerous enterprises achieve significant transformation outcomes.
When serving a new energy vehicle brand, transcosmos China provided large-model-driven AI quality inspection and intelligent patrol services, improving inspection efficiency while enabling round-the-clock real-time monitoring of agent status and conversation content. This allowed for quick issue identification and rectification, driving an overall upgrade in service experience. For a trendy fashion brand, transcosmos China launched AI grading and AI call/online summary features, reducing the time spent on personnel training assessments and agent work order processing, freeing up human resources to focus on higher-value customer service and business growth.
These practices demonstrate that transcosmos China has successfully achieved deep integration of AI with customer service scenarios, not only enhancing efficiency and quality at individual touchpoints but also building a full-chain intelligent service capability, truly driving dual improvements in service experience and business value.
Receiving the “Best Outsourcing Partner Service Award” at the 4th New Customer Service Festival is not only authoritative recognition of transcosmos China’s past transformation achievements but also a strong endorsement of its strategic direction to redefine the value of outsourcing services through AI. Looking ahead, the company will continue to deepen innovation in the integration of AI and customer service scenarios, expand full-chain intelligent service capabilities, help more clients achieve comprehensive upgrades in efficiency and experience, and jointly draw a new blueprint for the intelligent development of services with industry partners.
- transcosmos Greater China Development
transcosmos entered China in 1995, providing offshore services, and established its first customer contact center in Shanghai in 2006, offering customer contact center services to enterprise clients in the Chinese market. As the business in the Chinese market continues to grow, transcosmos now operates in 25 cities, including Shanghai, Beijing, Hefei, Changsha, Xi’an, Wuhan, Neijiang, Kunshan, Zhengzhou, Rizhao, Suzhou, and Taipei, with operational centers and branches providing a wide range of BPO services to renowned brands in China and globally, including contact centers, customer experience, one-stop e-commerce, digital integrated marketing, and system development.
※transcosmos is a registered name and/or trademark of transcosmos inc. in Japan and other countries.
※Other company names, product names, and service names mentioned in this document are the registered names and/or trademarks of their respective companies.