World’s largest call centre uses AI to ‘neutralise accent’, making staff sound less Indian
Live MintTeleperformance SE, the largest call centre operator in the world, is deploying artificial intelligence across its centres in India to ‘soften’ the accents of English-speaking Indian employees, according to a Bloomberg report. He added that the technology can “neutralise the accent of the Indian speaker with zero latency,” creating “more intimacy, increases the customer satisfaction, and reduces the average handling time: it is a win-win for both parties.” The technology was developed by a US startup Sanas. While the new technology, which reduces background noise and improves accent, may be considered an aid to agents, it also carries a risk for countries like India and the Philippines, which have built market-leading positions in the sector due to their large number of English-speaking people. It is available for Indian and Filipino accents currently, but it will soon be available for other regions, including Latin America, where Teleperformance has many workers supporting US-based customers.
Discover Related