Kartikeya Kumar, a call center agent in India, has used newly introduced AI accent-altering software to enhance communication with American clients. This innovative technology is employed by Teleperformance and has positively impacted Kumar and over 42,000 agents' roles, making them more efficient and allowing them to tackle more complex tasks. Critics argue this trend leads to "digital whitewashing," but proponents, including the workforce, see it as a means to improve job satisfaction and customer interaction. Industry leaders assert that AI complements human workers rather than replacing them, fostering new job opportunities in the country.
In real time, the AI smooths out Kumar's accent, making their speech more understandable to American clients on the other end of the line.
We don't see AI as taking jobs away. We see it as easier tasks being moved into self-serve, allowing Kumar and his colleagues to focus on more complex tasks.
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