Call Centers Using AI To 'Whiten' Indian Accents

The world's biggest call center company is using artificial intelligence to "neutralise" Indian accents for Western customers. From a report: Teleperformance said it was applying real-time AI software on phone calls in order to increase "human empathy" between two people on the phone. The French company's customers in the UK include parts of the Government, the NHS, Vodafone and eBay. Teleperformance has 90,000 employees in India and tens of thousands more in other countries. It is using software from Sanas, an American company that says the system helps "build a more understanding world" and reduces miscommunication. The company's website says it makes call center workers more productive and means customer service calls are resolved more quickly. The company also says it means call center workers are less likely to be abused and customers are less likely to demand to speak to a supervisor. It is already used by companies including Walmart and UPS.

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