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.
Additionally, there are concerns about how this technology could be leveraged in deepfake applications, further complicating discussions around misinformation and digital ethics.
As AI continues to evolve, balancing the benefits of accent adaptation with the need for ethical safeguards will be essential in ensuring responsible use.
Most Big BPOs Are Cutting Through The Noise to Implement the Technology
Everise’s decision may have sparked debate, but it’s far from the only customer service provider integrating accent translation into its operations.
Last year, CX Today revealed that 12 of the top 20 customer service BPOs had partnered with Sanas to deploy real-time accent modification technology, aiming to enhance customer interactions.
The tech provider claimed that accent translation technology has helped contact centers reduce average handling time (AHT) by between eight and 12 percent.
Its customers had also reported 14-15 percent increases in first call resolution (FCR) and up to 20 percent gains in customer satisfaction (CSAT).
Telperformance is another big BPO that has implemented the technology.
In March 2025, Thomas Mackenbrock, Deputy CEO of Teleperformance, advocated for the technology in an interview with Bloomberg.
“When you have an Indian agent on the line, sometimes it’s hard to hear, to understand,” he said.
For Mackenbrock and Everise, the argument is clear. Yet, for others, this is a contact center AI use case that won’t quite sit right.
