Teleperformance launches accent translation AI for Indian agents
Teleperformance (TP), the world’s largest call center operator, released an artificial intelligence to “neutralize” the accents of English-speaking Indian customer service agents.
The company calls it “accent translation” and says this technology will enhance vocal clarity and customer interactions.
READ: Meta AI chatbot now available in India
Moreover, Teleperformance will roll out this technology for better speech understanding for TP Experts in Africa, Latin America, and the Philippines.
Boost in understanding or lost in translation?
🚨🇮🇳TELEPERFORMANCE USES AI TO "NEUTRALIZE" INDIAN ACCENTS—GOOD IDEA OR CULTURAL WIPEOUT?
— Mario Nawfal (@MarioNawfal) March 1, 2025
The world’s largest call-center operator is rolling out real-time accent translation for Indian workers, claiming it improves customer experience and call efficiency.
Developed by AI… https://t.co/bEYw6bJmFy pic.twitter.com/k2L3e6Yae2
TP collaborated with Sanas, a real-time speech-to-speech AI technology provider, to develop this accent-softening technology.
The Teleperformance website says it will neutralize heavy accents, allowing TP Experts to “more closely align with clear spoken English.”
Moreover, it will “preserve authentic voices and emotions” to improve customer comprehension and satisfaction.
Deputy-Chief Executive Officer Thomas Mackenbrock shared more details about the technology during an interview with Bloomberg News.
“When you have an Indian agent on the line, sometimes it’s hard to hear, to understand,” he said.
He explained that this technology can “neutralize the accent of the Indian speaker with zero latency.”
As a result, this “creates more intimacy, increases customer satisfaction, and reduces the average handling time.”
“It is a win-win for both parties,” Mackenbrock added.
Yahoo Finance says accent translation is part of Teleperformance’s plan to invest up to €100 million ($104 million) in AI partnerships this year.
TP invested $13 million in Sanas. In turn, Teleperformance becomes the exclusive reseller of Sanas’ technology to its clients.
However, Yahoo Finance says accent translation and similar tools may pose a risk for BPO industry leaders like the Philippines.
The country leads the market by having a large number of high-quality English speakers.
Moreover, such AI tools may take away from the workers’ “cultural identities and the authenticity of conversations.”
Yet, Sanas argues on its website that its technology will “reduce accent-based discrimination.”
Teleperformance has declined to disclose which clients are using accent translation.
