Teleperformance SE, the world’s leading call center operator, is leveraging artificial intelligence (AI) to alter the accents of its Indian agents, making their English more understandable to international clients. The new AI system, known as accent translation, is being implemented in India-based call centers that serve global companies such as Apple, TikTok, and Samsung.
This innovative technology works in real-time to “neutralize the accent of the Indian speaker with zero latency,” ensuring clearer communication with customers. It also incorporates background noise cancellation, enhancing overall call quality. The aim is to make interactions more seamless and efficient, which in turn improves customer satisfaction and reduces the time needed to resolve issues.
As Deputy CEO Thomas Mackenbrock explained, “When you have an Indian agent on the line, sometimes it’s hard to hear, to understand.” He added that this new AI technology creates a “win-win for both parties,” increasing intimacy with customers and speeding up the call process.
Teleperformance’s move comes at a time when AI chatbots are becoming more common in the customer service industry, raising concerns about the future of human-operated call centers. However, with the adoption of this technology, Teleperformance hopes to enhance the human touch in customer service while addressing investor concerns about the sustainability of traditional call-center models.
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