AI Enhances Call Center Employees' Speech Clarity in Real-Time

Teleperformance, the largest call center operator globally, is leveraging artificial intelligence (AI) to improve communication between its employees and customers. Instead of replacing human workers, AI is being utilized to achieve 'accent neutralization,' allowing customers to understand employees more clearly during calls.

In regions such as India and other parts of Asia, English is frequently spoken, but customers often take time to acclimate to diverse accents and varying emphases. Recognizing this challenge, Teleperformance has implemented a system that uses AI to filter and modify employees' accents in real-time, converting them into a more universally comprehensible form of speech.

The initiative comes in response to the growing trend of AI technologies threatening traditional call center jobs. For instance, payment service provider Klarna reported last year that its AI systems were handling two-thirds of all service inquiries, effectively replacing the work of 700 full-time employees. This shift has raised concerns about job security for the approximately 500,000 workers employed by Teleperformance worldwide.

To counteract this trend, Teleperformance has chosen to harness AI for its operational advantage. The company recently invested $13 million in Sanas, a California-based startup specializing in real-time accent modification technologies. This innovative system not only reduces accents but also filters out background noise, enhancing the clarity of English spoken during calls. Teleperformance anticipates that clearer communication will improve customer satisfaction, shorten call durations, and lead to quicker resolution of issues, thereby minimizing the need for follow-up calls.

Looking ahead, Teleperformance is committed to expanding its use of AI while maintaining the human element in customer interactions. The company aims to invest up to EUR100 million in AI partnerships, including its collaboration with Sanas, as outlined in its recent financial report. The firm operates call centers for major brands such as Apple, TikTok, and Samsung, as well as the VW Bank in the UK. However, Teleperformance has yet to disclose which specific clients are utilizing its new AI technology.

While the accent neutralization technology has been exemplified through the accents of Indian call center employees, Teleperformance has also indicated that it will extend its services to English-speaking employees from the Philippines, Latin America, Africa, and other regions. The company plans to broaden the AI technology's application to additional languages, including German, in the coming months and years, as articulated in a video presented by Teleperformance.