Teleperformance Rolls out AI-Powered Accent Neutralization Software
The largest call center operator in the world, Teleperformance, has rolled out AI-Powered Accent Neutralization to “neutralize” the accents of Indian customer service representatives who speak English in real time. The business says this breakthrough will improve customer interactions and increase intelligibility.
AI Powered Accent Neutralization Technology in Indian Call Centers
According to Bloomberg News, the new service, called accent translation, is being implemented in Indian call centers where staff members assist some of Teleperformance’s foreign clients.
Collaboration with Sanas for AI-Powered Accent Neutralization Solutions
The Palo Alto-based business Sanas created this AI-powered solution to enhance call quality in conjunction with background noise suppression technologies.
Teleperformance, which works with big businesses like Apple, Samsung, and ByteDance, the parent firm of TikTok, has invested $13 million in Sanas and obtained the only license to resell the technology. “It can be difficult to hear and comprehend when an Indian agent is on the line,” Thomas Mackenbrock, the deputy chief executive officer at Teleperformance, told Bloomberg News.
“With zero latency, the technology can neutralize the Indian speaker’s accent,” he said. Mackenbrock claims that this change results in a “win-win for both parties” by improving customer satisfaction, fostering a better relationship between agents and consumers, and cutting down on contact times.
Collaboration with Sanas for AI-Powered Solutions:
Which of its clients are currently utilizing the technology has not been revealed by Teleperformance.
Accent translation, however, is a component of a broader business plan to increase AI integration.
According to its most recent financial report, the business has committed to investing up to $104 million on AI collaborations this year.
AI’s Impact on Human Call Center Jobs:
Concerns regarding the future of call centers run by humans have been raised by the quick development of chatbots driven by AI.
When the Swedish fintech business Klarna Bank revealed last year that its AI assistant, powered by OpenAI, was doing the same amount of work as 700 full-time staff, Teleperformance’s stock fell.
Teleperformance has responded by stressing its strategy of leveraging AI to supplement human workers rather than replace them.
By the end of 2023, the company will have 490,000 employees worldwide. AI will also be used to check call quality and train new personnel.
Sanas and the Evolution of AI in Customer Service:
The accent-moderation technique was developed by Sanas, a startup at the vanguard of AI advancements that make it harder to distinguish between human contact and machine-generated upgrades. In addition to altering speech patterns, the software eliminates distracting background noises like sirens, workplace conversation, and even roosters crowing.
Although the technology might increase productivity, there are worries about how it will affect international customer service hotspots like the Philippines, which has established a solid reputation in the sector thanks to its highly skilled English-speaking workforce.
Controversy Surrounding AI Accent Neutralization:
Accent neutralization, according to critics, may also lessen cultural identity and genuineness in consumer relationships.
According to Sanas, the development of their system was intended to “reduce accent-based discrimination.”
The program is currently being modified to support other locations, such as Latin America, where Teleperformance has a sizable workforce serving US-based clients, in addition to Indian and Filipino accents.
AI in Customer Service: The Future of Human-AI Collaboration:
According to Mackenbrock, “AI will be ubiquitous, it is already today.”
“But the human element will be extremely important in order to build connections, customer experience, and branding awareness.”
Teleperformance’s approach seems to be working, despite doubts about AI’s place in call centers.
This year, the company anticipates a 3% to 5% increase in revenue.
Financial Performance and Future AI Investments:
It reported $2.68 billion in earnings for the fourth quarter, which was 12% higher than the prior year or 4% higher on a pro forma basis.
Sebastian Siemiatkowski, CEO of Klarna, recently offered his thoughts on the controversy surrounding AI’s effects on the labor market.
He said that “in a world of AI, nothing will be as valuable as humans” in a post on X, adding that his organization now has a renewed respect for human workers.
Siemiatkowski promised to leverage cost savings to improve the company’s human-operated services, even as Klarna plans to keep investing in AI-driven support.
With an eye toward the future, Teleperformance is growing its presence in the AI sector by offering crucial services to IT firms creating AI models.
According to Mackenbrock, “any AI model in the world, whether it is OpenAI or not, it needs human support for training,” which involves duties like data creation, testing, and labeling.
