LONDON, UK — Contact centers are increasingly turning to: Artificial intelligence (AI) bridges the communication gap This is especially true when older customers report being frustrated by not being able to easily understand their agents.
According to Report from No jitterAI-powered accent mitigation tools promise to improve customer experience (CX) and reduce costly repeat calls, while giving outsourcing companies the chance to expand their global talent pool.
AI accent tools improve customer call clarity
Accent walls remain a persistent challenge contact centerThis is especially true if the call is complex, urgent, or emotional.
Younger customers are generally less sensitive to an agent's location, while older customers, especially those over 65, often consider clear communication a top priority.
“Forty-seven percent of the oldest demographic (ages 65 and older) rank it in their top three CX factors.” said Steve Morrell, managing director of analyst firm Contact Babel, said:
“They just want to know and be reassured that the person on the other end of the phone actually understands the whole issue and can fix it,” Morrell said. added.
some technology companies crisp, Sanas Eyeand tomato.aioffer now A.I. This product “softens” the accent and makes it easier for customers to follow conversations.
Morrell said these tools can be integrated flexibly, allowing agents to continue speaking and activating naturally. accent Adjust only when necessary.
This approach aims to improve understanding and reduce the number of repeated explanations during calls while maintaining cultural authenticity.
AI accent technology transforms offshore BPO operations
for Business process outsourcing (BPO) For providers, accent-softening technology can be a game-changer.
Morel emphasized that many customers have had bad experiences with the product. offshore contact center Sometimes mutual misunderstandings can improve agent performance and provide better results for clients.
“The question is, what do those customers do after that? Did they give the company a bad review and stop doing business with them?”Morrell asked.
“So there's pressure from two sides. The second pressure is probably greater, but it's much harder to quantify because people generally just move on.”
AI also has the potential to improve the environment. agent experience. Frequent interruptions that require repetition can lead to frustration and attrition, which are long-standing problems in the BPO sector.
Research shows that 37% of BPOs reject applicants because of their accent, even though the candidate has the necessary skills and empathy.
“[The BPOs] “You're basically saying, 'You've got talent and empathy, but we know that customers can't understand you,'” Morrell said, even though the applicant was good enough to get an interview in the first place. He explained.
Softening your accent can help you retain talent while ensuring your customers receive timely and clear support.
As the outsourcing industry continues to hire, AI solutionaccent management exemplifies a broader trend. Rather than replacing human agents, technology is augmenting humans' ability to communicate effectively.
By addressing accent friction, companies can improve CX, reduce operational costs, and support a more inclusive and global workforce. This highlights that thoughtful AI adoption can drive both efficiency and empathy in the customer service ecosystem.
