World's largest call center using AI to 'neutralize' Indian employees' accents

Science and Technology Science and Technology

Mon, March 3, 2025

[ Mon, Mar 03rd ] - WOPRAI

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Sun, March 2, 2025

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World's largest call center using AI to 'neutralize' Indian employees' accents

^{Published on 2025-03-02 16:42:19 - Mashable}

Teleperformance SE, the largest call center operator on the planet, has come up with a way to mask the fact it operates in India for customers calling for support with their latest iPhone or Galaxy device.

The world's largest call center, operated by Tata Consultancy Services (TCS), is implementing an AI-driven tool called "Accent Neutralization" to modify the accents of its Indian employees. This initiative aims to make communication smoother for English-speaking clients by reducing the distinctiveness of regional accents. The AI tool analyzes speech patterns and provides real-time feedback to help employees adjust their pronunciation, intonation, and speech rhythm to sound more neutral. This move is part of a broader strategy to enhance customer service experience and reduce misunderstandings due to accent differences. However, the introduction of such technology has sparked discussions on cultural identity and the ethics of accent modification.

Read the Full Mashable Article at:
[ https://www.msn.com/en-us/money/technology/worlds-largest-call-center-using-ai-to-neutralize-indian-employees-accents/ar-AA1A67RU ]

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World's largest call center using AI to 'neutralize' Indian employees' accents