Employees in call centres must be fluent in Urdu in addition to English. Due to the significant absence of trustworthy spoken English instruction in the nation, a large number of people in Pakistan struggle to speak fluent English with a decent accent. But a lot of people should find it simpler with the help of this new AI technology.
For the benefit of non-native English speakers, a new business has released an AI technology that will make contact centre personnel sound American. These personnel should be simpler to comprehend as a result, particularly those who have difficulty speaking appropriate English.
The business Sanas, which has been working on the project since 2020, is the source of this AI technology. The voices of users are “Westernized” by this programme. Sanas’ AI engine can change a speaker’s accent into one that passes for another, according to a story from The Guardian.
However, detractors claim that this technology may end up being ineffective. It will facilitate communication, but it also has its own psychological and moral repercussions.
According to Popular Science, this might diminish the uniqueness of non-native speakers and does nothing to address enduring societal problems. According to privacy and surveillance expert Chris Gilliard, such a technology would obliterate the appeal of the variety of dialects and voices. He added that it will lead to the “erasure of persons as individuals”.
It is also true that many individuals throughout the world have trouble understanding English with accents, thus it will surely enhance communication for contact centres.
The firm promises to “deepen empathy,” and it is probably because one of the founders has experience working with Indian contact centres. According to co-founder Sharath Keshava Narayana, this AI technology is already being used by over 1,000 contact centres in India.