Teleperformance SE, the world's largest call center operator, has developed a method to obscure its Indian operations for customers seeking support for their latest iPhone or Galaxy devices. According to a recent Bloomberg report, Teleperformance invested $13 million in an AI startup called Sanas, which has developed technology aimed at "reducing accent-based discrimination. " As the company puts it, the technology is designed to "neutralize" accents. “In instances where an Indian agent is on the line, understanding can sometimes be challenging, ” Teleperformance Deputy Chief Executive Officer Thomas Mackenbrock explained in an interview with Bloomberg. He noted that the AI can “neutralize the accent of the Indian speaker with zero latency. ” Sanas’ accent-neutralizing technology currently accommodates Indian and Filipino accents, and the firm is working to extend its capabilities to address other accents, including those prevalent in Latin America. In addition, the AI startup offers a background noise removal feature to further conceal any ambient sounds that might reveal the agents' locations. Moreover, Teleperformance is utilizing AI tools for routine tasks such as call transcription and coaching new staff.

During an investor call, the company announced plans to invest an additional $104 million in AI initiatives.