AI Accent Neutralisation

Australian companies are increasingly adopting artificial intelligence to modify the accents of their overseas call centre representatives in real-time.

The technology, developed by US-based tech start-up Sanas, aims to neutralise accents during phone conversations, thereby improving communication and reducing customer complaints. Following its implementation in the UK and the USA over the past few months, the technology is now being rolled out across Australia.

A logical use of AI one would think. This will help with the language barrier as well as thick accents, but the enhancements are only one sided. It won’t help the foreigners understand the Aussie accents and lingo. Clearly there would be preference for Australian-based call centres, but this is a smart move using smart technology.

Teleperformance, a major player in the call centre industry, have not publicly confirmed which Australian companies are currently using the accent modification technology.

Nevertheless, sources indicate that Teleperformance is in discussions with organisations across various sectors, including banking and finance, transport and logistics, gaming and tech, telecommunications, education, and healthcare. This suggests a potentially widespread adoption of AI-powered accent neutralisation in customer service interactions across Australia in the near future.

​This makes me nervous in the hands of cyber criminals but I’m not sure if this is the chicken or the egg.

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