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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-- Sean

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