AI Accent Translation Technology in Call Centers
Teleperformance SE is implementing an AI system to soften the accents of English-speaking Indian workers in real-time to enhance customer understanding and satisfaction. The technology, developed by Sanas, modifies speech input to match a specified accent while preserving the original voice and emotion of the speaker. Teleperformance plans to invest $104 million in AI partnerships by 2025.
Key Points
- AI system softens accents of English-speaking Indian workers
- Developed by Sanas with advanced speech recognition algorithms
- Part of Teleperformance's larger AI investment strategy
- Concerns raised about impact on call centers in the Philippines
- Technology supports Indian and Filipino inflections
Pros
- Enhances customer understanding and satisfaction
- Reduces average handling time
- Increases customer satisfaction
Cons
- Potential impact on call centers in regions like the Philippines