Teleperformance Introduces AI to Modify Indian Call Center Agents' Accents

The world's largest call center operator uses AI to 'neutralize' accents, aiming to improve customer interactions and efficiency.

Teleperformance, the largest global call center operator, is deploying AI technology to adjust the accents of Indian customer service agents in real time.
The technology, developed by U.S.-based startup Sanas, modifies speech to make agents more easily understood by Western customers, while also filtering background noise.
The company claims the AI tool enhances customer satisfaction, shortens call durations, and reduces instances of miscommunication or abuse directed at agents.
Teleperformance has invested $13 million in Sanas and secured exclusive rights to resell the technology, with plans to expand its use beyond India to other regions.
Critics have raised concerns about cultural erasure and the implications of accent neutralization, while the company emphasizes its goal of reducing discrimination and improving human connection.