PARIS: Teleperformance SE, the world’s largest call centre operator, has introduced AI-powered accent translation to modify the voices of its Indian customer service staff in real-time. The company claims the technology, which softens Indian accents, will improve clarity and customer satisfaction.
The AI system, developed by Palo Alto-based startup Sanas, was launched in India and is being used by Teleperformance’s international clients, including Apple, TikTok, and Samsung. It also removes background noise, such as office chatter and sirens.
Spokeperson of the company told agencies that Indian call centre staff can be “hard to understand” for some customers. The AI tool “neutralises” accents without delay, improving call efficiency and creating “more intimacy” between agents and customers, he claimed.
Teleperformance declined to name which clients are currently using the technology.
AI investment and market impact
The company is investing up to €100 million ($104 million) in AI partnerships this year, having already purchased a $13 million stake in Sanas. Under the agreement, Teleperformance will exclusively resell Sanas’ AI to its clients.
However, the announcement comes amid investor concerns about the future of human-run call centres. AI chatbots are replacing human agents, with Swedish fintech Klarna stating last year that its AI assistant handles the workload of 700 full-time agents. Teleperformance insists AI will enhance, not replace jobs.
Despite the AI rollout, Teleperformance’s profit margins remain weak, with shares dropping over 10% in Paris trading. Analysts were disappointed with the company’s earnings outlook, predicting minimal growth.
Cultural concerns over AI-driven accents
While AI-enhanced voice clarity may benefit customer interactions, some argue it risks erasing cultural identity. The Philippines, a major call centre hub, gained its position due to fluent English speakers, raising concerns that such AI tools could reduce the competitive edge of human agents.
