Australian companies are now using artificial intelligence to modify the accents of overseas call centre staff in real time, according to a report by 2GB.
The technology, developed by U.S. start-up Sanas, is designed to “neutralise” accents to improve communication and reduce customer complaints.
After successful implementation in the UK and U.S., the system is being rolled out in Australia.
2GB radio host Ben Fordham commented on the development during his Sydney breakfast show, saying the technology could help overcome language barriers and enhance customer experience.
He acknowledged, however, that the solution only works one way, as overseas agents still need to understand Australian accents.
“Of course, we’d all prefer Aussie-based call centres, but if this makes communication smoother, it’s a smart move,” Fordham said.
While call centre giant Teleperformance declined an interview, it is reportedly in talks with clients in banking, logistics, tech, education, healthcare, and telecommunications sectors to deploy the accent-altering tool.
