Teleperformance SE claims that the artificial intelligence technology it has adopted increases customer understanding and pleasure by changing the accents of its Indian contact center personnel in real time.
According to the media, the biggest call center operator in the world is using “accent translation” technology created by Palo Alto-based firm Sanas. Earlier this year, Teleperformance made a $13 million investment in Sanas, gaining the only right to market the technology to its customers.
“When you have an Indian agent on the line, sometimes it’s hard to hear, to understand,” explained Deputy-Chief Executive Officer Thomas Mackenbrock. The system can “neutralize the accent of the Indian speaker with zero latency,” creating “more intimacy” and reducing call handling time.
This year, Teleperformance has invested €100 million ($104 million) in AI collaborations, which includes the accent alteration technology and background noise reduction. Currently, the organization has 490,000 employees globally and serves big businesses like Samsung, TikTok, and Apple with customer care.
According to Sanas, the technology was created to “reduce accent-based discrimination,” but it also calls into question cultural identity and authenticity in consumer interactions. With intentions to extend to Latin American dialects, the technology is presently accessible for Indian and Filipino accents.
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