Prominent customer service BPO Everise has partnered with Krisp, deploying its real-time voice AI platform across its global agent workforce.
The voice AI platform includes a solution to neutralize contact center agent accents.
The partnership has already been rolled out across 10,000 global Everise seats, with further deployments expected this month.
Over time, Evervise - which has locations in Guatemala, Malaysia, and the Philippines - will roll out the solution to 28,000 agents.
Everise hopes the real-time solution will enable agents to resolve issues faster, bridge language and accent barriers, and deliver more impactful, effective customer interactions.
"At Everise, we believe the future of CX lies with empowering people with the right technology," said Sudhir Agarwal, Founder & CEO of Everise.
Together, we're helping enterprises meaningfully elevate every customer experience. This is innovation with impact – and it's the future of CX.
Speaking previously to CX Today, Davit Baghdasaryan, Co-Founder & CEO of Krisp, shared a demo of this technology:
As AI Accent Change Expands, Ethical Questions Continue to Unravel
AI-powered accent modification technology raises complex ethical questions, particularly around identity, bias, and authenticity.
On one hand, these tools can enhance accessibility, allowing individuals to communicate more clearly in professional or social settings without facing discrimination based on their natural accent.
They can also support language learners, helping them integrate more seamlessly into different cultural environments.
However, critics argue that such technology may reinforce harmful biases by implicitly suggesting that certain accents are more desirable or acceptable than others.
Technology Could Contribute to Linguistic Homogenization
Another ethical concern revolves around deception and consent. AI-driven accent modification could be misused in scenarios where authenticity is crucial, such as customer service interactions, job interviews, or even political discourse.
If individuals or organizations use accent-changing AI without transparency, it may lead to trust issues, as listeners might feel misled about the speaker’s background.