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Telus using AI to alter the accents of customer service agents

Telus Digital has deployed AI technology that alters the accents of customer service agents in real time to improve clarity. The tool, from Tomato.ai, modifies pronunciation while preserving voice identity. Unions criticize it as deceptive, while Rogers and Bell say they do not use similar technology.

SourceHacker News AIAuthor: gnabgib
Telus using AI to alter the accents of customer service agents
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Under the source content permission, this page provides an editorial summary, key points, and a link to the original article.

Key points and analysis

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Key points

  • Telus Digital uses AI from Tomato.ai to adjust agent accents during calls.
  • Union representatives report the technology can be toggled on/off, revealing original accents.
  • Critics argue it deceives customers and call for mandatory disclosure.
  • Rogers and Bell confirm they do not use accent-altering technology.

Highlights and analysis are generated automatically and may contain errors. Check the original source.

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