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Many businesses are eager to outsource their call centers, but concerns about language barriers can hold them back. The fear is understandable—customers may struggle to communicate with agents from different cultural or language backgrounds, potentially impacting the customer experience (CX).

Often, we think of solutions in terms of this or that: either use a domestic call center or risk language challenges with an offshore partner. But what if technology could help bridge that gap and create entirely new possibilities?

Enter conversational artificial intelligence (AI), a game-changing technology that’s revolutionizing the CX landscape. Today’s call centers are blending traditional practices with cutting-edge innovations like conversational AI, offering new ways to enhance communication and tackle language barriers head-on.

The power of customer communication + artificial intelligence

Conversational AI leverages vast amounts of data, machine learning, and natural language processing to mimic human interactions. It’s designed to recognize speech and text inputs, translating those inputs into meaningful exchanges across languages. Many customers are already familiar with chatbots and voice assistants, which streamline routine inquiries without the need for human intervention. These tools ensure efficiency, but they’re best suited for straightforward tasks.

When customers face more complex issues, however, they still prefer speaking to a human agent. One of the main benefits of outsourcing call centers is the ability to partner with specialists who understand the ins and outs of your business. However, language differences between agents and customers can still be an obstacle—damaging the overall customer experience and potentially undermining customer loyalty.

A PwC report shows that nearly 80% of American consumers value speed, convenience, knowledgeable help, and friendly service as key factors for a positive experience. Language barriers can easily prevent call centers from delivering on these important aspects of service.

Revolutionizing communication with voice technology

To overcome these challenges, conversational AI has evolved to include real-time voice-altering technology. This innovative solution allows call center agents to choose an accent that is better understood by the customer, without changing their natural voice. By applying this technology, businesses can address communication issues while respecting the agent's cultural identity.

Here’s how it benefits everyone involved:

• Call agents can speak naturally without having to neutralize their accents, which reduces the potential for cultural biases.
• Customers experience clearer communication, improving their overall satisfaction.
• Companies continue to provide high-quality service efficiently and effectively.

We prefer to call this “accent modification,” rather than “accent correction,” because the technology doesn’t aim to fix something perceived as wrong—it simply allows for greater clarity and understanding.

One standout provider in this space is Sanas, a company founded by Stanford students with a mission to help people “understand and be understood.” Their story is a powerful example of the challenges posed by language barriers in call centers. One of the founders experienced firsthand how a call center agent’s accent negatively affected customer satisfaction ratings and morale. This led to the development of a solution that allows agents to modify their accent only on outgoing audio, ensuring a smooth, comfortable communication process for both customers and agents.

AdviseCX: Your trusted partner in CX solutions

At AdviseCX, we specialize in understanding the latest CX trends, including how conversational AI can transform the customer experience. Our role as advisors is to help businesses navigate these innovations and select the right solutions that best align with their goals. With the right technology, like conversational AI and accent modification, businesses can improve customer communication and drive exceptional results.