The biggest call center operator in the world, Teleperformance, is employing AI technology to “neutralize” Indian accents for clients in the West.
According to the company, by eliminating strong accents from English-speaking Indian customer service representatives, this real-time AI software will enhance clarity and customer interactions.
Teleperformance To Employe AI Technology To Neutralize Indian Accents
Teleperformance serves important UK clients like the government, the NHS, Vodafone, and eBay, and has about 90,000 employees in India and tens of thousands in other nations.
The Palo Alto-based startup Sanas created the AI accent-neutralization technology. Sanas also provides background noise cancellation to block out distractions like sirens, crowing roosters, and office chatter.
According to Markus Schmitt of Teleperformance, the AI software helps close communication gaps between Indian agents and US clients and operates in real time without storing data.
According to Sanas, its technology aims to improve comprehension in customer service interactions by reducing discrimination based on accents.
By investing in Sanas, Teleperformance has made it possible for the company’s calls to train the AI accent software for future advancements.
Integrating AI Requires Balance Between Automation and Empathy: Teleperformance CEO
The CEO of Teleperformance, Thomas Mackenbrock, stressed that integrating AI requires striking a balance between automation and human empathy and connection.
He said, “In a world that is ubiquitous with AI, the element of the human … will be also equally important because it’s about building human connection and having this element of human empathy, connectivity will be something that will be equally valuable in the future.”
Social media users’ reactions to the news were mixed; some expressed a preference for genuine human interactions over AI-modified accents, while others questioned whether the news actually solves any problems.
“I don’t mind Indian accents. I’m just glad to be talking to a real person who wants to help, and usually can,” stated one user. Another said, “I don’t know if it solves any problem. I just don’t want to be scammed.
Call center businesses are under pressure to adapt and incorporate AI-driven solutions as a result of the emergence of AI chatbots that can handle numerous customer inquiries at once.
