Teleperformance, the world’s largest call center company, has invested $13 million in AI technology developed by Sanas to modify Indian agents’ accents in real-time. The company serves major clients including Apple, Samsung, and TikTok. The use of AI in call centers aims to address language barriers that can make customer service interactions frustrating, particularly when conducted over the phone.
The technology is designed to enhance communication between agents and customers, minimizing misunderstandings and improving overall customer satisfaction. This investment highlights the continued advancement of AI in various industries to streamline processes and improve efficiency.
While the use of AI in call centers offers numerous benefits, there are also concerns about the implications of increasing reliance on technology for customer service interactions. As AI continues to evolve, there is potential for jobs to be automated, raising questions about the future of human involvement in customer service roles.
Overall, the investment in AI technology by Teleperformance demonstrates the company’s commitment to leveraging innovative solutions to enhance customer service experiences. As technology continues to advance, it will be important to consider the balance between improving efficiency and preserving human interaction in customer service.
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