The company claims this technology willenhancecustomer understanding and satisfaction.
The system uses speech recognition to capture the speaker’s voice in real-time.
Advanced algorithms then transcribe the spoken words into text, accounting for various accents and speech patterns.
Then, it applies AI models trained on datasets of various accents to modify the voice.
Teleperformance is deploying technology with background noise cancellation in Indian call centers, providing customer support for international clients.
Its customers include major tech companies like Apple, TikTok, and Samsung Electronics.
The technology is part of a larger Teleperformance AI investment strategy.
The company plans to invest up to 100 million ($104 million) in AI partnerships in 2025.
Palo Alto-based startup Sanas developed the accent technology after a $13 million Teleperformance investment earlier this year.
The software comes as the call center industry faces challenges from the rise of AI chatbots.
In response, Teleperformance has focused on using AI to enhance rather than replace its workforce of 490,000 employees.
Sanas states that its goal is to reduce “accent-based discrimination.”
Currently, the software supports Indian and Filipino inflections.
Sanas is developing versions for other regions, including Latin America.
