Teleperformance SE, the world’s largest call centre operator, is using AI to soften Indian accents in real time, improving clarity in customer interactions.
Developed by Sanas, the technology also cancels background noise and is used in Indian call centres serving global clients like Apple, TikTok, and Samsung.
Teleperformance is investing up to €100 million in AI partnerships this year and holds exclusive reseller rights for Sanas’ accent-translation technology.
Amid concerns over AI replacing jobs, the company positions AI as a tool to enhance, not replace, its 490,000 employees.
While aimed at reducing accent-based discrimination, the technology raises concerns about cultural identity and the future of call centres in English-speaking workforce hubs.
Teleperformance forecasts 3% to 5% revenue growth in 2024 and is expanding AI-driven services, including training and supporting AI models for companies like OpenAI.
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