From: https://shorturl.at/7yB0g (nypost.com)

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Teleperformance rolls out AI software that `neutralizes' Indian call agents'
accents

By Ariel Zilber
Published Feb. 27, 2025, 3:22 p.m. ET

Teleperformance, the world's largest call center operator, is relying on
artificial intelligence technology to "neutralize" the accents of
English-speaking Indian customer service agents in real time - an
innovation that the company claims will enhance clarity and improve
customer interactions.

The new feature, known as accent translation, is being introduced at call
centers in India, where employees provide support for some of
Teleperformance's international clients, according to Bloomberg News.

This AI-driven solution, developed by the Palo Alto-based startup Sanas,
works alongside background noise cancellation technology to improve call
quality.

Teleperformance, the world's largest call center operator, is relying on
artificial intelligence technology to modify the accents of
English-speaking Indian customer service agents in real time. 4
Teleperformance, the world's largest call center operator, is relying on
artificial intelligence technology to modify the accents of
English-speaking Indian customer service agents in real time. JoAA£o
Macedo - stock.adobe.com

Teleperformance, which serves major corporations such as Apple, TikTok
parent company ByteDance and Samsung, has invested $13 million in Sanas
and secured exclusive rights to resell the technology.

"When you have an Indian agent on the line, sometimes it's hard to hear,
to understand," Teleperformance Deputy Chief Executive Officer Thomas
Mackenbrock told Bloomberg News.

The technology can "neutralize the accent of the Indian speaker with zero
latency," he explained.

According to Mackenbrock, this adjustment fosters a closer connection
between customers and agents, boosts satisfaction, and shortens call
durations - creating a "win-win for both parties."

Teleperformance has not disclosed which of its clients are currently using
the technology.

However, the adoption of accent translation is part of a larger corporate
strategy to expand AI integration.

The company has committed to investing up to $104 million in AI
collaborations this year, as outlined in its latest earnings report.

The rapid advancement of AI-powered chatbots has raised concerns about the
future of human-operated call centers.

Last year, Teleperformance's stock took a hit after Swedish fintech
company Klarna Bank announced that its AI assistant, powered by OpenAI,
was performing the equivalent work of 700 full-time employees.

In response, Teleperformance has emphasized its approach of using AI to
enhance, rather than replace, human employees.

The company employs 490,000 people worldwide as of the end of 2023 and is
also leveraging AI to train new hires and monitor call quality.

Sanas, the startup behind the accent-moderation technology, is at the
forefront of AI innovations that blur the line between machine-generated
enhancements and human interactions.

The software not only modifies speech patterns but also filters out
disruptive background noises such as office chatter, sirens, or even
crowing roosters.

While the technology may improve efficiency, it raises concerns about its
impact on global customer service hubs like the Philippines, which has
built a strong industry reputation based on its highly proficient
English-speaking workforce.

Critics also argue that accent neutralization could diminish cultural
identity and authenticity in customer interactions.

Sanas asserts that its technology was developed with the goal of "reducing
accent-based discrimination."

Currently available for Indian and Filipino accents, the software is being
adjusted to accommodate other regions, including Latin America, where
Teleperformance has a significant workforce serving US-based customers.

"AI will be ubiquitous, it is already today," Mackenbrock noted.

"But in order to build connections, customer experience, branding
awareness, the human element will be incredibly important."

Despite skepticism surrounding AI's role in call centers,
Teleperformance's strategy appears to be bearing fruit.

The company projects revenue growth of 3% to 5% this year.

In the fourth quarter, it reported earnings of $2.68 billion, reflecting a
12% increase from the previous year or 4% on a pro forma basis.

Meanwhile, Klarna CEO Sebastian Siemiatkowski recently weighed in on the
debate over AI's impact on the workforce.

In a post on X, he remarked that his company had a newfound appreciation
for human employees, stating that "in a world of AI, nothing will be as
valuable as humans."

While Klarna intends to continue investing in AI-driven support,
Siemiatkowski pledged to use cost savings to enhance the company's
human-operated services.

Looking ahead, Teleperformance is expanding its footprint in the AI
industry by providing essential services to tech companies developing AI
models.

"Whether it is OpenAI, or any AI model in the world, it needs human
support for training," Mackenbrock said, noting that this includes tasks
such as data creation, testing, and labeling.
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