Why TP.ai Connect earned Silver at the 2026 US Customer Experience Awards

TP has earned Silver at the 2026 US Customer Experience Awards¹ for TP.ai Connect in the Best Use of AI, Companies with "Over 5,000 Employees" category. The recognition highlights TP’s proven ability to orchestrate AI, human expertise, and workflows to deliver measurable business outcomes.

The award reinforces TP’s position as an innovation leader in customer experience. It recognizes an approach that helps global brands improve speed and operational consistency while maintaining the accountability required in complex customer journeys.

The operational challenge

Customer experience operations often span fragmented systems and teams. As interaction volumes grow, disconnected workflows can lead to delayed resolution, repeated handoffs, and limited visibility across the customer journey.

Global brands need operating models that scale service without separating automation from the human expertise needed for complex or sensitive situations. 

That challenge became immediate for Sparda-Bank West during a critical online-banking migration. The bank managed a surge of more than 150,000 calls and needed to support customers at scale while maintaining uninterrupted service during peak demand.

The winning solution

TP.ai Connect is the control panel and orchestration engine behind TP’s AI-powered operations. It coordinates people, AI agents, and workflows in real time, enabling the best-fit resource to handle each task at the right moment while giving operational leaders the visibility needed to make the right decisions at the right time.

The platform unifies front- and back-office execution. AI manages routine interactions, while cases requiring precision or care move to TP experts with the relevant context. Built-in controls provide visibility and auditability across the journey.

Its operating model combines interaction intelligence, outcome orchestration, and responsible AI controls. This gives organizations a coordinated way to understand customer needs and route work appropriately while maintaining oversight as AI-enabled operations grow. 

For Sparda-Bank West, TP.ai Connect used AI voice agents to resolve first-level inquiries and guide digital onboarding. The solution combined AI-enabled service with TP’s human expertise, supporting customers throughout the migration while preserving a clear route to assistance when needed.

Operational benefits and results

TP.ai Connect turns operational complexity into practical outcomes for client operations: 

• Up to 80% reduction in Quality Assurance (QA)
• Approximately 60% faster deployments
• Approximately 70% frictionless resolution 

During the Sparda-Bank West migration, the model achieved 46% first-call resolution. The result was scalable automation, uninterrupted service, and secure human + AI collaboration during peak demand.

These results demonstrate why human + AI orchestration is award-worthy: it creates a coordinated way to improve speed, service continuity, and governance at scale.

Executive perspective

The US Customer Experience Awards uses a two-stage evaluation process. A jury of four or more independent judges evaluates the written entry and the live presentation, with each phase contributing 50% of the final score. TP’s Silver recognition demonstrates a client use case built around a defined operational challenge, a deployed AI-enabled solution, and measurable results.

What this means for the future

This recognition affirms TP’s commitment to applying AI in ways that deliver clear operational value for global brands. TP.ai Connect helps organizations create more responsive customer operations while retaining the human judgment that strengthens trust and service quality.

TP.ai Connect helps organizations coordinate AI, human expertise, and workflows in real time so that the right resource can handle the right task at the right moment.

TP will continue to combine advanced technology with human empathy to drive measurable outcomes. Contact TP to discuss how a hybrid operating model can support your customer experience priorities.

¹ Source: US Customer Experience Awards, Winners and finalists 2026 - https://usacxa.com/winners-and-finalists-2026