Teleperformance, the world’s largest call center operator, is implementing artificial intelligence (AI) technology to neutralize Indian accents in real-time for clients in Western countries. According to a report by The Telegraph, the French company is using AI-powered software to enhance communication between customer service agents and callers by reducing accent-related misunderstandings.
 

AI Accent Neutralization for Improved Customer Interaction

Teleperformance has partnered with Sanas, a US-based AI company, to modify accents in real-time during phone conversations. The company claims that this technology aims to foster “human empathy” and improve understanding between agents and customers.The AI software processes speech without storing any data, ensuring privacy and security. Teleperformance initially introduced the technology in its Indian operations and plans to expand it to other countries, including the Philippines, where English-speaking customer service agents face similar challenges with Western clientele.“It’s a technology that allows us to neutralize accents in real-time without any data storage,” said Teleperformance’s Thomas Mackenbrock. “We have first implemented Sanas with clients in India. Sometimes, there is difficulty when people in India speak with clients from the US, and vice versa.”
 

A Growing Trend Amidst Call Center Automation

Teleperformance operates in multiple countries and employs over 90,000 people in India alone. The company’s clients include major UK organizations such as Vodafone, eBay, the National Health Service (NHS), and even government agencies.The implementation of AI accent modification comes at a time when call centers are increasingly competing with AI chatbots capable of handling customer queries automatically. The move is seen as a strategic effort to maintain human call center jobs while enhancing communication efficiency.However, Sanas has faced criticism for making people’s voices “sound whiter,” raising concerns about cultural identity and linguistic bias. The company, however, argues that its technology enables better communication, helping call center agents be more effective in their roles.Demonstrations of Sanas’s AI accent neutralization showed Indian accents acquiring an Americanized tone while also reducing background noise, creating a smoother listening experience for customers, The Telegraph reported.
 

Teleperformance’s Investment in AI-Powered Voice Modulation

Teleperformance has taken an equity stake in Sanas, ensuring that its call center operations contribute to refining the AI technology. Mackenbrock emphasized that the objective is to create “closer and more intimate relationships” between call center agents and customers.“In a world where AI is everywhere, the human element remains equally important. Building human connections and fostering empathy will be key to future customer interactions,” he added.While AI-powered accent neutralization promises to enhance customer experience, it also raises important questions about cultural representation and the ethical implications of modifying speech patterns for commercial purposes. As the technology evolves, the debate over its impact on global customer service continues.