Overview

• 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.