Accent Translation Technology Aids Indian Call-Center Agents
Teleperformance SE is rolling out an artificial intelligence system that softens English-speaking Indian workers' accents in real time in a move the company claims will make them more understandable. The technology, called accent translation, coupled with background noise cancellation, is being deployed in call centers in India, where workers provide customer support to some of Teleperformance's international clients. By neutralizing the accent of Indian speakers, the system aims to increase customer satisfaction and reduce average handling times.
- This initiative raises questions about cultural homogenization and the erasure of accents as a natural part of human communication.
- How will this technology be perceived by the Indian workers themselves, who may see it as an attempt to alter their identity or cultural heritage?