Priyanka Tiwari
Share
As you contact the support service, the voice you hear seems oddly familiar. However, something still feels amiss. This sensation stems from the agent's speech that has an Indian accent, but it has been altered by AI software. The Teleperformance Agency, one of the largest call center operators in the world, has adopted artificial intelligence (AI) technology for accent ‘neutralization’ of Indian employees while representing them to western clients, as reported in The Telegraph.
The French-based company employing around 90,000 people in India, is using artificial intelligence to alter the speech of their Indian employees in real time. The effectiveness of the service is treasured too, as the technology claims. The Sanas company in California, which is based in Palo Alto and also specializes in canceling background noise, enables these employees to ignore the chatter of staff and other sound disturbing their work.
Markus Schmitt, an executive in Teleperformance, informed investors that this particular AI tool was created for communication between Indian employees and western customers. “Sometimes, there is difficulty in people from India talking with clients from the US and vice versa,” he said.
The company claims that the AI solution does not store any data nor is it designed to promote accent discrimination. This, however, has raised some social media controversies. While some users appreciated the AI for enhancing engagement, others deemed it unwanted or problematic.
As one put it, “I do not mind Indian accents. I am just pleased to be speaking to someone who is actually trying to assist.” One user questioned the objective when saying, “I do not know if it resolves any issue. All I wish is not to be defrauded.” Others felt that this was an attack on their cultural identity, with one saying, “To be honest, I would want to engage with a genuine person with a genuine accent.”
Read More: New Tata Sierra Sets National Mileage Record With Hyperion Engine
