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.