AI Technology Alters Indian Call Center Accents for Western Customers

Teleperformance deploys real-time AI to neutralize accents, aiming to improve customer satisfaction and reduce call handling times.

Teleperformance, the world's largest call center operator, is using AI to modify Indian and Filipino accents in real-time for better clarity during customer interactions.
The technology, developed by Palo Alto-based startup Sanas, also includes background noise cancellation to enhance call quality.
Teleperformance claims the AI accent tool reduces accent-based misunderstandings, shortens call durations, and improves customer satisfaction.
Critics argue the tool erases cultural identity and favors Western accents, raising concerns about authenticity and potential bias.
The initiative is part of Teleperformance's broader $104 million investment in AI, aimed at enhancing human-agent interactions rather than replacing them.