In a controversial but innovative move, Teleperformance, one of the world’s largest BPO firms, has started using AI to neutralize Indian accents during live calls.

The tech behind this is a startup called Sanas, whose software can change a speaker’s accent in real-time, making it sound closer to “neutral American” or “global English.” The goal is simple: enhance clarity and reduce miscommunication between call center agents in India and customers abroad.

So how does it work?
Sanas listens to the agent’s voice, processes it in milliseconds, and modifies pronunciation and tonality — all without changing the intent or context.

The outcome?

  • Less need for months of accent training.

  • Better customer satisfaction on the other side of the call.

  • Increased confidence among agents, especially those just entering the workforce.

But the innovation hasn’t been without criticism. Cultural experts and call center veterans are debating whether this is progress or erasure. Is AI helping humans connect better, or is it forcing professionals to sound less like themselves?

“I sound American now. Customers understand me better, but I miss my own voice,” said one agent anonymously.

Still, for companies like Apple, Microsoft, and Samsung — who rely heavily on Indian call centers — this might be the biggest breakthrough in decades.