Teleperformance Introduces AI to Modify Indian Call Center Workers' Accents
The world's largest call center operator invests in real-time accent translation technology to enhance customer interactions and reduce call handling times.
- Teleperformance has partnered with Palo Alto-based startup Sanas to deploy AI-powered accent translation technology in its Indian call centers.
- The system modifies the accents of English-speaking Indian agents in real time, aiming to improve clarity and customer satisfaction.
- The company invested $13 million in Sanas and secured exclusive rights to resell the technology to its clients, which include Apple, TikTok, and Samsung.
- Critics have raised concerns about the potential cultural and ethical implications of accent neutralization, including the loss of authenticity in customer interactions.
- Despite its AI investments, Teleperformance's stock fell over 10% following lower-than-expected profit margins and investor skepticism about the company's strategy.