Teleperformance SE has implemented artificial intelligence technology that alters the accents of its Indian call center employees in real time, claiming the system improves customer understanding and satisfaction.
The world’s largest call center operator is utilizing “accent translation” technology developed by Palo Alto-based startup Sanas, according to Bloomberg. Teleperformance invested $13 million in Sanas earlier this year, securing exclusive rights to resell the technology to its clients.
“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.
The accent modification technology, paired with background noise cancellation, is part of Teleperformance’s broader €100 million ($104 million) investment in AI partnerships this year. The company currently employs 490,000 people worldwide and provides customer support to major corporations including Apple, TikTok, and Samsung.
While designed to “reduce accent-based discrimination” according to Sanas, the technology raises questions about cultural identity and authenticity in customer interactions. The system is currently available for Indian and Filipino accents, with plans to expand to Latin American accents.
