Real-time AI voice technology alters accents in Indian call centers for better clarity

Teleperformance SE, the world's largest call center operator, is implementing an artificial intelligence system designed to soften the accents of English-speaking Indian workers in real-time. The company claims this technology will enhance customer understanding and satisfaction. "When you have an Indian agent on the line, sometimes it's hard to hear, to understand," Deputy Chief Executive Officer Thomas Mackenbrock told Bloomberg. "[This technology can] neutralize the accent of the Indian speaker with zero latency, [creates] more intimacy, increases the customer satisfaction, and reduces the average handling time." The technology analyzes speech input and modifies it to match a specified accent while preserving the speaker's original voice and emotion. 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. Once the system transcribes the speech ... Read full article.