Suppose you’ve ever worked on an international campaign. In that case, you know the struggle is real—agents getting frustrated, customers asking, “Sorry, could you repeat that?” every two seconds, and managers spending millions on accent training. But what if AI could do the heavy lifting instead?
Enter Teleperformance, the world’s largest call center operator, which is rolling out AI-powered accent translation to help agents sound clearer to international customers. The company has teamed up with Sanas, a Palo Alto-based startup, to develop a tool that “neutralizes the accent of the speaker with zero latency”—meaning real-time accent smoothing without awkward delays.
No More Lost in Translation
Teleperformance’s Deputy CEO, Thomas Mackenbrock, put it bluntly:
“When you have an Indian agent on the line, sometimes it’s hard to hear, to understand.”
And let’s be honest, this applies to agents everywhere—whether in Nairobi, Manila, or Mumbai. Some customers struggle with accents, not because agents don’t speak well, but because their ears aren’t tuned to different speech patterns. Instead of spending humongous amounts of cash on training, companies are now embracing AI to bridge the gap instantly.
More Than Just an Accent Fix
This isn’t just about pronunciation. The AI also cancels out background noise—so no more loud office chatter, honking boda bodas, or the occasional rooster crowing in the background (you know it happens!).
By making conversations smoother and easier, this tech isn’t just helping agents—it’s helping businesses cut call durations and boost customer satisfaction. As Mackenbrock put it, it’s a “win-win for both parties.”
The Bigger Picture
Teleperformance has pumped $13 million into Sanas and locked in exclusive reselling rights for the tech. Why? Because AI isn’t replacing agents—it’s making them even better. With companies like Klarna automating parts of customer service, AI is shaking up the industry, but firms like Teleperformance see it as a tool to enhance human interaction, not erase it.
At the end of the day, the goal is simple: less frustration, faster calls, and happier customers. So, the next time you hop on a call with an agent and notice how crisp and clear they sound, don’t be surprised if there’s a little AI magic behind it.
Would you be open to using this tech in Kenyan call centers? Let’s discuss! 🚀💬
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