DIGITAL TWIN: TELEPERFORMANCE PORTUGAL

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Context:

JobCon 2021 made a real splash, having broken records for virtual reality conference attendance — and Teleperformance, one of the world’s largest customer service outsourcing companies, took notice. Immediately after the conference, XPR Labs and the Portugal branch of Teleperformance started planning, setting the goal of creating a digital twin of their headquarters in Portugal, enhanced with immersive technology.

Challenge:

This wouldn’t be XPR’s first time creating a digital twin, but it did come with a new problem — access to the physical location. Sending XPR staff to Portugal wasn’t possible, due to COVID-19, so LIDAR scans, measurements, and on-site photos weren’t an option. Furthermore, the project called for a number of additions, including interactive NPCs, custom-coded elements, and extensive redesigns of the interior furnishing.

Solution:

To accurately replicate the building, XPR used satellite imagery alongside measurements and photos provided by Teleperformance. The initial model was validated against the provided data, dialing in the twin’s accuracy. Finally, walkthroughs during development by Teleperformance staff helped point out any subtle issues.

For the custom elements, XPR experimented with new immersive components. An NPC receptionist was positioned in the lobby, fitted with a Teleperformance uniform, and animated to move and interact with visitors. Further development could see integration of neural network-based AI, which could “talk” with visitors, effectively creating an automated virtual receptionist.

Results:

The Teleperformance Digital Twin was ultimately a highly-accurate digital twin, giving XPR opportunities to develop new technology. Working past the challenges of remotely creating a digital twin built a framework for future digital twins, while the project itself laid the groundwork for future collaborations with Teleperformance.