World’s largest call center operator using AI to neutralize Indian accents
by VeenaMarch 2, 2025March 2, 202501347
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NRI PULSE STAFF REPORT
Salt Lake City, UT, March 2, 2025: Teleperformance, the world’s largest call center operator, has begun using artificial intelligence (AI) to modify the accents of its Indian customer service agents in real-time. The initiative, aimed at improving communication clarity for Western customers, has sparked both interest and controversy within the global customer service industry.
The AI-driven solution, developed by Palo Alto-based startup Sanas, adjusts speech patterns to make agents’ accents sound more neutral without introducing noticeable delays. This technology also includes background noise cancellation to enhance call quality. Teleperformance has invested $13 million in Sanas and secured exclusive resale rights to the software.
The company argues that accent neutralization will create a smoother customer service experience, shorten call durations, and improve satisfaction for both customers and agents. However, critics argue that this move could diminish cultural identity and authenticity in customer interactions. Some have raised concerns about the implications for India and the Philippines, which are major global hubs for English-speaking call center operations.
Despite the rapid integration of AI into its operations, Teleperformance maintains that the human element remains essential to customer experience. The company employs nearly 500,000 people worldwide and continues to leverage AI to enhance service efficiency. It anticipates a revenue growth of 3% to 5% this year.
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