Telus using AI to alter the accents of customer service agents
9 hours ago
- #AI in Customer Service
- #Ethical Technology
- #Telecommunications
- An AI tool by Telus Digital and Tomato.ai modifies service agents' accents in real-time to improve clarity.
- The technology preserves the speaker's voice while reducing accent-related friction without altering emotional tone.
- Some view it as enhancing efficiency, but critics argue it deceives customers and raises ethical concerns.
- Labor unions demand transparency and regulation, fearing AI's impact on jobs and customer trust.
- While Rogers and Bell deny using such tools, debate continues over AI's role in customer service interactions.