Teleperformance, the world’s largest name middle operator, is counting on synthetic intelligence expertise to “neutralize” the accents of English-speaking Indian customer support brokers in actual time — an innovation that the corporate claims will improve readability and enhance buyer interactions.
The brand new characteristic, often called accent translation, is being launched at name facilities in India, the place staff present assist for a few of Teleperformance’s worldwide shoppers, in response to Bloomberg Information.
This AI-driven answer, developed by the Palo Alto-based startup Sanas, works alongside background noise cancellation expertise to enhance name high quality.
Teleperformance, which serves main companies corresponding to Apple, TikTok dad or mum firm ByteDance and Samsung, has invested $13 million in Sanas and secured unique rights to resell the expertise.
“When you have an Indian agent on the line, sometimes it’s hard to hear, to understand,” Teleperformance Deputy Chief Govt Officer Thomas Mackenbrock informed Bloomberg Information.
The expertise can “neutralize the accent of the Indian speaker with zero latency,” he defined.
In keeping with Mackenbrock, this adjustment fosters a better connection between prospects and brokers, boosts satisfaction, and shortens name durations — making a “win-win for both parties.”
Teleperformance has not disclosed which of its shoppers are presently utilizing the expertise.
Nevertheless, the adoption of accent translation is an element of a bigger company technique to broaden AI integration.
The corporate has dedicated to investing as much as $104 million in AI collaborations this 12 months, as outlined in its newest earnings report.
The fast development of AI-powered chatbots has raised considerations about the way forward for human-operated name facilities.
Final 12 months, Teleperformance’s inventory took successful after Swedish fintech firm Klarna Financial institution introduced that its AI assistant, powered by OpenAI, was performing the equal work of 700 full-time staff.
In response, Teleperformance has emphasised its strategy of utilizing AI to reinforce, somewhat than substitute, human staff.
The corporate employs 490,000 folks worldwide as of the tip of 2023 and can also be leveraging AI to coach new hires and monitor name high quality.
Sanas, the startup behind the accent-moderation expertise, is on the forefront of AI improvements that blur the road between machine-generated enhancements and human interactions.
The software program not solely modifies speech patterns but in addition filters out disruptive background noises corresponding to workplace chatter, sirens, and even crowing roosters.
Whereas the expertise could enhance effectivity, it raises considerations about its impression on international customer support hubs just like the Philippines, which has constructed a powerful business popularity primarily based on its extremely proficient English-speaking workforce.
Critics additionally argue that accent neutralization might diminish cultural id and authenticity in buyer interactions.
Sanas asserts that its expertise was developed with the purpose of “reducing accent-based discrimination.”
At the moment accessible for Indian and Filipino accents, the software program is being adjusted to accommodate different areas, together with Latin America, the place Teleperformance has a big workforce serving US-based prospects.
“AI will be ubiquitous, it is already today,” Mackenbrock famous.
“But in order to build connections, customer experience, branding awareness, the human element will be incredibly important.”
Regardless of skepticism surrounding AI’s position in name facilities, Teleperformance’s technique seems to be bearing fruit.
The corporate tasks income progress of three% to five% this 12 months.
Within the fourth quarter, it reported earnings of $2.68 billion, reflecting a 12% enhance from the earlier 12 months or 4% on a professional forma foundation.
In the meantime, Klarna CEO Sebastian Siemiatkowski not too long ago weighed in on the controversy over AI’s impression on the workforce.
In a submit on X, he remarked that his firm had a newfound appreciation for human staff, stating that “in a world of AI, nothing will be as valuable as humans.”
Whereas Klarna intends to proceed investing in AI-driven assist, Siemiatkowski pledged to make use of price financial savings to reinforce the corporate’s human-operated companies.
Trying forward, Teleperformance is increasing its footprint within the AI business by offering important companies to tech firms creating AI fashions.
“Whether it is OpenAI, or any AI model in the world, it needs human support for training,” Mackenbrock stated, noting that this contains duties corresponding to knowledge creation, testing, and labeling.
