AI Technology Modifies Indian Accents in Real-Time for Call Center Clarity
Teleperformance introduces accent-neutralizing AI to improve customer understanding and satisfaction, raising questions about cultural identity and industry impacts.
- Teleperformance SE, the world's largest call center operator, is deploying AI technology to modify Indian accents in real-time for improved clarity in customer interactions.
- Developed by Palo Alto-based startup Sanas, the system uses advanced algorithms to neutralize accents while preserving the speaker's tone, emotion, and identity.
- The software also includes background noise cancellation and aims to reduce 'accent-based discrimination,' according to Sanas.
- Teleperformance has invested $13 million in Sanas and plans to allocate up to €100 million ($104 million) in AI partnerships this year, as part of its broader AI strategy.
- While the technology is intended to enhance customer experience, concerns have been raised about its impact on cultural authenticity and the competitive position of call centers in regions like the Philippines.
Hindustan Times 
