The use of artificial intelligence in call centers is gaining traction as companies seek to enhance communication with Western customers. Teleperformance, a leading global call center provider, has begun implementing AI software to ’neutralize‘ Indian accents during phone calls.
This initiative aims to improve customer interactions by increasing ‚human empathy‘ and reducing instances of miscommunication. Teleperformance serves various clients in the UK, including government agencies and major corporations like Vodafone and eBay.
With a workforce of 90,000 in India and additional employees worldwide, the company has partnered with Sanas, an American firm specializing in AI solutions. According to Sanas, their technology helps make call center representatives more productive and facilitates quicker resolution of customer service issues.
The AI system also aims to reduce the likelihood of customer complaints, such as requests to speak to a supervisor. Similar technology is already in use by other prominent companies, including Walmart and UPS.
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