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 -speaking Indian clients service agents.

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 Health, 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, sometimes it’s hard 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 satire and shortens the call of duration-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 Clarna Bank announced that its assistant, powered by Open, was performing the equivalent work of 700 full -time employees.

In response, Teleformation has emphasized its approach to use it to improve, rather than replacing human employees.

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

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

Health claims that its technology was developed with the aim of “reducing discrimination based on emphasis”.

Currently available for Indian and Philippine accents, software is being adjusted to accommodate other regions, including Latin America, where telepheration has a significant workforce that serves US -based clients.

“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 last year or 4% based on the pros form.

Meanwhile, CEO clear Sebastian Siemiatkowski recently weighed the debate on the impact of it 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 humanity.”

While Clarna aims to continue to invest in supported support from him, Simiatkowski was glad to use costs to improve the company’s man -operated services.

Looking forward, the telephone is expanding its footprint 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.