Teleperformance, the world’s largest call center operator is using artificial intelligence (AI) to “neutral” Indian accents for Western customers, according to a report in a report WireThe company said it was implementing real-time AI software on phone calls to remove the accents of English-speaking Indian customer service agents which would increase clarity and improve the customer’s conversation.
The French company has about 90,000 employees in India and thousands of people in other countries who serve customers including government, NHS, Vodafone and eBay in Britain. The AI-powered solution is developed by Palo Alto-based Startup Sanas, including background noise cancellation technology that filters the office cutter, siren, or even filtering the disruptive sounds such as roses to improve the quality of the call.
“This is a technique that allows (us) to neutralize accents in real -time without any data storage,” the market’s marushed of Taylorforms told investors last week.
“You are clearly the issue that we have talked about human connections, human sympathy. We have previously implemented Sanas with customers in India. And sometimes, it is difficult to talk to people in India and vice versa with US customers.”
Sanas, which claims to be at the forefront of the AI innovations, blurred the line between machine-borne enhancement and human interaction, claimed that its product has been developed with the goal of “reducing pronunciation-based discrimination”.
In particular, Teleperformance has taken a stake in the US-based company, which will see calls of tellers used to train the company’s pronunciation software.
“In a world that is omnipresent with AI, the element of human … will also be equally important because it is about the creation of human connection and about this element of human sympathy, connectivity will be something that will be equally valuable in the future.”
Also read Sir Isaac Newton used beer to subdue his revolutionary principles, claims of study
Social media reacts
As soon as the news went viral, social media users had various reactions for the implementation of AI-software pronounced.
A user said, “I have no objection to Indian accent. I am happy to talk to a real person who wants to help, and usually,” another said, while another said, another said, “I don’t know if it solves any problem. I don’t just want to scam.”
One third remarked: “I would like to talk to the real person honestly with real accents.”
Amidst the increase in AI chatbots that many customers can handle questions together, call center companies have been under pressure to develop companies.
