Teleperformance SE, a leading global call center operator, is reportedly utilizing AI technology to obscure the accents of its Indian employees during customer support calls. According to a recent Bloomberg report, the company has invested $13 million in an AI startup named Sanas, which specializes in accent modification technology aimed at reducing discrimination based on speech patterns.
The technology developed by Sanas is designed to "neutralize" the accents of agents, making it easier for customers to understand their responses. Thomas Mackenbrock, Deputy Chief Executive Officer of Teleperformance, noted in an interview that the AI can adjust the speech of Indian agents without any noticeable delay, which could enhance the customer experience.
Currently, the accent-neutralizing capabilities are focused on Indian and Filipino accents, with plans to expand to other regional accents, including those prevalent in Latin America. Additionally, Sanas provides a feature that eliminates background noise, further concealing the geographic location of call center employees.
Teleperformance is also exploring other applications of AI technology, such as transcribing calls and training new staff. During an investor call, the company announced intentions to invest an additional $104 million in AI initiatives.
This approach highlights the ongoing trend in the customer service industry to leverage artificial intelligence for improving communication and operational efficiency. As Teleperformance continues to innovate, it remains to be seen how these changes will impact both customer satisfaction and the landscape of call center operations globally.