March 3, 2025 – Teleperformance SE, the world’s largest call center operator, has recently unveiled an innovative artificial intelligence system designed to adjust the accent of Indian English-speaking customer service agents in real-time. This technology, aimed at enhancing communication clarity, is already in use at the company’s call centers in India.
Dubbed “Accent Adaptation,” this technology integrates background noise cancellation and is currently deployed to support Teleperformance’s international clientele, including prestigious global brands like Apple, TikTok, and Samsung Electronics.
In an interview with Bloomberg, Teleperformance’s Deputy CEO Thomas Markenbrock explained that the technology addresses the issue of customers finding it difficult to understand Indian agents due to their accent. The system can “adjust Indian accents with zero latency,” he said, adding that it helps “bring customer service closer to the customer, improving satisfaction and reducing average handling time, benefiting both parties.”
The introduction of Accent Adaptation technology aligns with Teleperformance’s artificial intelligence investment strategy. The company plans to invest up to 100 million euros in AI-related collaborations this year.
Sanas, the company providing this technology, is blurring the lines between AI and human customer service. Their software not only modifies accents but also eliminates background noises such as chicken clucks, ambulance sirens, and office chatter. Sanas’ goal, as stated on their website, is to “reduce accent-based discrimination.” The technology, currently applicable to Indian and Filipino accents, is planned to expand to Latin America to support Teleperformance’s customer service operations for US clients.
“AI is everywhere now, and it has penetrated every industry,” Markenbrock noted. “However, human involvement remains crucial to enhancing customer experience and strengthening brand recognition.”
