Teleperformance, the company that owns the world’s largest call center, has announced that it is beginning to use AI to “soften” the accents of its employees. The technology, which is being called ‘accent translation’, was created by California startup Sanas. According to Bloomberg, Teleperformance is beginning to use accent translation at some of its India-based call centers in an effort to enhance communication with international clients.
The new technology “creates more intimacy, increases the customer satisfaction, and reduces the average handling time,” Teleperformance Deputy Chief Executive Officer Thomas Mackenbrock tells Bloomberg. “It is a win-win for both parties.”
The technology is not without its detractors, however, as some worry that accent translation could erase cultural identity. Sanas rejects these claims, stating that its technology is aimed at “reducing accent-based discrimination.”
The technology is currently live for Indian and Filipino accents, but Teleperformance says that the software will soon be rolled out in other regions where the company has a large workforce, such as Latin America.
“AI will be ubiquitous, it is already today,” said Mackenbrock. “But in order to build connections, customer experience, branding awareness, the human element will be incredibly important.”
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