Teleperformance roll software that ‘neutralizes’ accents ‘Indian agents’

Teleperformance, the largest call center operator in the world, is relying on artificial intelligence technology to “neutralize” accents of Indian clients who speak English in real time-a novelty that the company claims will improve clarity and improve client interactions.

The new feature, known as a translation with emphasis, is being presented at Call Centers in India, where employees provide support to some international Teleperformance customers, according to Bloomberg News.

This solution, developed from the beginning based on Palo Alto Sanas, operates along with the background noise cancellation technology to improve the quality of the calls.

Teleperformance, which serves large corporations like Apple, Mother Tiktok Bytedance and Samsung, has invested $ 13 million in Sanas and has provided exclusive rights to resume technology.

“When you have an Indian agent on the line, it’s sometimes difficult to hear, understand,” said Teleperformance’s Deputy Chief Executive Thomas Mackenbrock for Bloomberg News.

Technology can “neutralize the emphasis of the Indian speaker with zero latent,” he explained.

According to Mackenbrock, this adjustment promotes a closer link between clients and agents, enhances the pleasure and shortens the duration of calls-creating a “victory for both parties”.

Teleperformance has not revealed which of its clients is currently using technology.

However, the adoption of emphasis is part of a larger corporate strategy to expand it.

The company is committed to investing up to $ 104 million in its collaborations this year, as described in its latest profit report.

The rapid progress of chatbots with energy he has raised concerns about the future of man -operated call centers.

Last year, Teleperformance shares received a hit after Swedish company Fintech Klarna Bank announced that its assistant, powered by Openai, was performing the equivalent work of 700 full -time employees.

In response, Teleperformanca has emphasized its access to it to improve, rather than replacing human employees.

The company employs 490,000 people worldwide since the end of 2023 and is also using it to train new employment and monitor call quality.

Sanas, the beginning of accent modification technology, is in the forefront of innovations of one that blur the line between improvements created by human machinery and interactions.

Software not only modifies speech patterns, but also filters divisive background noises such as offices, sirens, or even things.

While technology can improve efficiency, it raises concerns about its impact on global customer service centers such as Philippines, which has built a strong industry reputation based on its very capable English workforce.

Critics also argue that neutralizing emphasis can reduce cultural identity and originality in customer interactions.

Sanas claims that its technology was developed in order to “reduce discrimination based on emphasis”.

Currently available for Indian and Philippine accents, software is being arranged to accommodate other regions, including Latin America, where Teleperformance has an important workforce that serves customers based in the US

“He will be ubiquitous. It’s already today,” Mackenbrock noted.

“But to build connections, customer experience, brand awareness, the human element will be very important.”

Despite the skepticism about the role of him in the call centers, the Teleperformance’s strategy seems to be producing fruit.

The company designs revenue growth from 3% to 5% this year.

In the fourth quarter, it reported revenue of $ 2.68 billion, reflecting a 12% increase from a year earlier or 4% based in favor forms.

Meanwhile, the Director General of Klarna Sebastian Siemiatkowski recently weighed in debate on the impact on the workforce.

In a post on X, he noted that his company had a new appreciation for human employees, saying that “in a world of him, nothing will be as valuable as people.”

While Klarna aims to continue investing in supported support from him, Siemiatkowski pledged to use cost savings to improve the services operated by the company.

Looking forward, Teleperformance is expanding its trail in the industry of it by providing essential services to technology companies that develop it.

“Whether it is Openai, or any model in the world, he needs human support for training,” Mackenbrock said, stressing that this includes tasks such as data creation, testing and labeling.