Teleperformance, the world's largest call center operator, has introduced an AI-driven accent translation technology developed by Sanas to neutralize the accents of its Indian customer service agents. This real-time system aims to enhance communication clarity between agents and customers, thereby improving overall customer satisfaction and reducing call handling times.
The technology functions by modifying the speech patterns of agents in real-time, effectively neutralizing their native accents without any noticeable delay. This innovation is part of Teleperformance's broader strategy to integrate artificial intelligence into its operations, with an investment of $13 million in Sanas and plans to allocate up to €100 million in AI partnerships this year.
Currently, the accent translation technology is being deployed in Teleperformance's call centers in India, where the company employs approximately 90,000 individuals. There are plans to expand this technology to other regions, including the Philippines and Africa, to further enhance global customer service operations.
This initiative underscores Teleperformance's commitment to leveraging advanced technologies to improve service delivery and customer experience across its global operations.
For a visual overview of this development, you can watch the following video:
