GoKawiilAccording to reporting by iPhone in Canada and The Globe and Mail, Telus is using AI through its Telus Digital unit to modify call-centre agents' accents in real time. iPhone in Canada reports the speech-to-speech tool is built by a company called Tomato.ai and is applied to offshore agents' voices to reduce what Telus reportedly calls "accent-related friction." Labour groups have criticised the practice as deceptive and have urged mandatory disclosure, The Globe and Mail reports. According to The Globe and Mail, Rogers and Bell told the paper they have no plans to adopt similar voice-altering technology. The coverage says the rollout has provoked swift public backlash in Canada.
Telus Uses AI to Alter Call-Agent Accents
Why This Matters
Telus's use of AI to modify call-center agents' accents highlights ongoing debates around transparency and ethical use of AI in customer service. While aimed at improving customer experience, the practice raises concerns about deception and authenticity in AI-driven interactions. This development underscores the need for clear regulations and consumer awareness in the evolving AI landscape.
Key Takeaways
- AI is being used to alter call-center agents' accents in real time.
- The practice has faced public backlash and calls for mandatory disclosure.
- Major Canadian telecoms like Rogers and Bell have not adopted similar voice-altering technology.
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