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Overseas Call Centers Using AI to Modify Accents: Report

9News

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<p>Australian companies are using artificial intelligence to neutralise the accents of overseas call centre representatives, 2GB has confirmed.</p>

Summary

The article highlights the use of artificial intelligence by Australian companies to neutralize the accents of overseas call center representatives, improving communication and reducing customer complaints. This AI technology, developed by the US start-up Sanas, is applied in real-time within call centers and has been gaining traction in Australia following implementations in the UK and the US. Although it addresses the issue of understanding diverse accents, it does not solve the reciprocal challenge for call center staff understanding local accents. While the technology itself is not directly related to catastrophic AI risks, its deployment reflects broader AI adoption trends influencing business communication practices. It raises considerations regarding AI's role in human communication and cultural dynamics, relevant to global AI policy and governance discussions.

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Australian companies are using artificial intelligence to neutralise the accents of overseas call centre representatives, 2GB has confirmed.The technology, developed by US tech start-up Sanas, is being used by call centres to modify accents in real-time to improve communication and minimise complaints.2GB has confirmed the technology is now being rolled out in Australia after being used in the UK and USA for several months.READ MORE:Week-long rain, storms heading for Australia's east coast"We shouldn't be surprised that it's proving to be popular because when there's a language barrier or a tricky accent it makes the conversation more challenging," 2GB presenter Ben Fordham said on his Sydney breakfast radio show this morning."Now mind you this tech only solves half the problem because the people in the overseas call centres still have to understand us and that Aussie accent can't be the easiest to understand I reckon."Of course we would all prefer if they just had Aussie-based call centre sbut I must say I think it's a smart move, I think it's smart technology, if it makes the conversation easier to understand it's got to be a good thing."Fordham said Teleperformance had declined a request for an interview with their chief executive and have not confirmed which Australian companies are using the technology.The company is reportedly in conversations with a number of sectors including banking and finance, transport and logistics, gaming and tech, telecommunications, education and healthcare.