Teleperformance, the world’s largest call center operator, is deploying artificial intelligence to “neutralize” Indian employees’ accents in an effort to improve customer communication. The AI-driven technology, developed by US startup Sanas, aims to make English spoken by Indian agents more easily understandable, addressing common issues where calls are often misinterpreted or difficult for customers to follow.
The accent translation software, coupled with background noise cancellation, ensures smoother interactions by reducing regional variations in speech. Teleperformance’s Deputy CEO, Thomas Mackenbrock, explained that the AI could eliminate accents that sometimes hinder comprehension, leading to more efficient, clear conversations. As a result, the technology helps reduce call times, enhance customer satisfaction, and ensures that most calls—often unclear or frustrating—serve their purpose effectively.
Teleperformance’s $13 million investment in Sanas forms part of a broader initiative to expand AI capabilities across its global operations, with plans to commit $104 million to such partnerships this year. The AI technology, which is initially focused on Indian and Filipino accents, will soon be expanded to other regions like Latin America, where Teleperformance has a significant presence.
While this innovation promises faster, clearer customer support, it also raises concerns about diminishing the cultural identity of workers. However, Sanas maintains that the technology was created to address accent-based discrimination, ultimately aiming to improve inclusivity and accessibility while enhancing communication between agents and customers.
ABSA Call center Auckland Park Johannesburg Picture by Media Club on Flickr CC BY-SA 2.0
