Australian firms deploy AI to ‘neutralize’ foreign call center accents
SYDNEY, AUSTRALIA — Australian companies are adopting artificial intelligence (AI) to neutralize the accents of overseas call center workers, Sydney radio station 2GB has confirmed.
The technology, developed by United States startup Sanas, aims to improve communication and reduce customer complaints by modifying accents in real time.
AI-powered accent modification
The use of AI to modify accents in call centers highlights the growing reliance on technology to bridge communication gaps.
Sanas, the firm based in the U.S., formulated the innovation process speech in real time so that the overseas agents sound more familiar to the Australian customers. This step follows successful rollouts in the U.K. and U.S., where the tech was claimed to have cut down on misunderstandings and complaints.
While the system improves clarity for local customers, challenges remain in ensuring agents fully comprehend Australian accents. 2GB radio host Ben Fordham noted that while the tech helps, the Aussie accent can’t be the easiest to understand.
Despite this, sectors like banking, telecoms, and healthcare are exploring the solution to streamline customer interactions.
Ethical concerns over AI-driven call centers
The adoption of accent neutralization AI raises ethical questions about cultural representation and job localization. Critics argue that such technology may discourage companies from hiring locally, instead favoring cheaper overseas labor.
Fordham acknowledged that while we would all prefer Aussie-based call centers, cost efficiency drives firms toward offshore solutions enhanced by AI.
Additionally, major outsourcing firms like TP (formerly known as Teleperformance) have remained tight-lipped about their involvement, declining interview requests.
With industries from logistics to gaming considering the tech, the long-term impact on employment and customer satisfaction remains uncertain. As Australian firms test the waters, the debate over automation versus local employment continues.
