Teleperformance SE, the world's largest call centre operator, implements an AI system designed to soften the accents of English-speaking Indian workers in real time to increase customer understanding and satisfaction.
TechSport Report Developed by Palo Alto-based startup Sanas, new AI-powered voice technology analyzes voice input and changes it to a specified accent while maintaining the original voice and emotion of the speaker. The system employs advanced speech recognition algorithms to transfer spoken words into text, explaining various accents and speech patterns. Next, apply an AI model trained on a dataset of various accents to change the voice, adjusting the intonation, stress patterns, and voice pronunciation to match the target accent.
Teleperformance's assistant chief executive Thomas Mackenbrock explained the benefits of the technology, saying, “When you have an Indian agent, it can be difficult to hear. [This technology can] Neutralizes the accent of Indian speakers with zero latency; [creates] Increases intimacy, increases customer satisfaction, and reduces average processing time. ”
Accent translation technology is part of Teleperformance's larger AI investment strategy with plans to invest in AI partnerships of up to $104 million in 2025. It focuses on using AI to enhance its 490,000 employees.
Thanas says it's about reducing “accent-based discrimination,” but concerns have been raised about the potential impact on call centres in places like the Philippines, which have established the market position for high-quality English speakers. Currently, the software supports inflections in India and the Philippines, and plans to develop versions for other regions, including Latin America.
Teleperformance deploys accent translation technology along with background noise cancellation in Indian call centres that provide customer support to international clients, including leading tech companies such as Apple, Tiktok and Samsung Electronics. Mackenbrock emphasized that AI is ubiquitous, but “human elements are extremely important” and that it improves the customer experience.
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Lucas Nolan is a reporter for Breitbart News, which covers the issues of freedom of speech and online censorship.
