Artificial intelligence to understand the Hindi dialect

Telecommunications, one of the largest operators in the world’s contact centers, apparently to understand the accent of the representatives Hindi Self that to English They talk, from Artificial Intelligence Use. The new technology of the French company, which is claimed to increase the clarity of conversations and improve customer interactions, operates in a moment’s conversation.

According to Bloomberg, this new feature called Accent Translation has been developed by a startup based in Palo Alto Sanas and used in Indian contact centers. Telecom, which provides services to large companies such as Apple, Betting (Mother’s Company) and Samsung, has so far invested $ 13 million in Sanas and has the exclusive sale of the technology.

Thomas Mackenbrock, Executive Vice President of Telecommunications, explains in an interview with Bloomberg:

“Sometimes it is difficult to hear and understand the conversations of an Indian representative.”

He goes on to say that the technology without delay thwarts the Indian accent and makes a better connection between customers and delegates. According to him, the change, in addition to increasing customer satisfaction, reduces the duration of conversations and creates a win-win position for both parties.

Concerns about Indian accent modification technology

Sanas startup, which manufactures this technology, is one of the pioneers of artificial intelligence in the field of audio interactions. In addition to adjusting the accent, the software also filters disturbing background noises such as the sound of the office or police siren. Although this technology can increase the efficiency of contact centers, concerns about its impact on Cultural identity And The originality of human communication There.

Critics believe that the neutralization of the dialect can eliminate the native personality and identity of customer service representatives and gradually influence the contact centers of countries such as the Philippines (known as having a skilled English -speaking workforce). However, Sanas claims that the purpose of the technology is to reduce accent -based discrimination.

Currently, the company’s software supports Indian and Filipino dialects and will be developed in the future for other areas such as Latin America.

The telephotour has not stated exactly which of its customers is using the technology. However, this is part of the company’s big strategy to expand artificial intelligence applications.

According to a recent financial report, telephony plans to invest $ 104 million in artificial intelligence cooperation by the end of this year.