Telus Uses AI from Tomato.ai to Modify Call-Centre Agent Accents in Real Time, Sparking Backlash
By
Let's Data Science
26d ago· 1 min readenNews
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Lightly browned and well buttered. A solid pick from the rack.
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Summary
Telus, through its Telus Digital unit, is using AI technology from Tomato.ai to alter call-centre agents' accents in real time, aiming to reduce what the company calls "accent-related friction." The practice has drawn criticism from labour groups who deem it deceptive and have called for mandatory disclosure. Competitors Rogers and Bell have stated they have no plans to adopt similar technology, and the rollout has sparked public backlash in Canada.
Key quotes
· 4 pulledTelus is using AI through its Telus Digital unit to modify call-centre agents' accents in real time.
Labour groups have criticised the practice as deceptive and have urged mandatory disclosure.
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.
According 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
