AI tool can 'neutralise the accent of the Indian speaker with zero latency,' according to deputy CEO of Teleperformance
Teleperformance is deploying a new artificial intelligence system that aims to soften the accents of English-speaking Indian employees in real time, according to reports.
Bloomberg reported that Teleperformance is rolling out the tech named accent translation, as well as background noise cancellation in its call centres in India.
Deputy Chief Executive Officer Thomas Mackenbrock said the tech can "neutralise the accent of the Indian speaker with zero latency."
"When you have an Indian agent on the line, sometimes it's hard to hear, to understand," Mackenbrock told Bloomberg.
Utilising the technology will be a "win-win for both parties" as it can help foster intimacy, increase customer satisfaction, and reduce average handling time, according to the executive.
Teleperformance is the largest call-centre operator in the world, and its employees in India provide customer support to some of its international clients. It entered the country in 2001 and has since grown its workforce there to over 90,000 individuals, according to its website.
Bloomberg reported that Teleperformance did not disclose which clients are using the new accent-softening tech.
Teleperformance's deployment of accent translation is part of its bigger investment of up to €100 million in 2025 in AI partnerships.
"Through our comprehensive strategic plan, we will increase investments in advanced technologies and new strategic partnerships in AI up to €100 million in 2025," said Mackenbrock in a statement. "We will also expedite the development of cutting-edge solutions, harnessing the combined strengths of artificial intelligence and our employees' emotional intelligence."
