Teleperformance, the world’s largest call center company, has invested $13 million in Sanas AI technology to modify Indian agents’ accents in real-time. The move comes as the company serves major clients including Apple, Samsung, and TikTok. This investment is seen as a positive step in improving customer service experiences, particularly in overcoming language barriers.
Despite the benefits of AI in this context, concerns have been raised about the broader implications of such technology. While it may eliminate frustrating language barriers for customers, it also raises questions about the future of human jobs in the face of advancing artificial intelligence.
The use of AI to enhance communication with customer service agents raises the possibility of seamless interactions with individuals speaking various languages from around the world. However, it also opens up the debate about the potential obsolescence of human customer service representatives.
As the world continues to progress in AI technology, there is a fine line between the benefits it brings, such as eliminating language barriers, and the potential risks, including the erosion of human job opportunities. The investment in Sanas AI technology by Teleperformance highlights the ongoing evolution of AI in customer service, prompting both optimism and concern about the future of human involvement in such roles.
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