Link: Teleperformance uses AI to ‘neutralize’ Indian accents among staff

Teleperformance is introducing an AI technology to modify the accents of its Indian call-center workers in real time. This "accent translation" aims to improve understanding between workers and international clients.

The technology provides real-time accent softening and background noise reduction. It's currently operational in India, targeting customer support sectors.

According to Deputy-CEO Thomas Mackenbrock, the system makes conversations clearer by "neutralizing" the Indian accent instantly. The goal is to improve communication efficiency and customer satisfaction.

Mackenbrock explained the benefits as twofold: enhancing intimacy during calls and reducing the time each interaction takes. These improvements are seen as beneficial for both the employees and the customers they serve.

Teleperformance, a major global outsourcer, services companies including Apple, TikTok, and Samsung Electronics. The new technology further expands its capabilities in delivering effective customer support.

The deployment of this technology reflects an ongoing evolution in how global businesses aim to bridge communication gaps in customer service. Such innovations help streamline interactions and foster better business-client relationships. #

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