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Telus Digital has deployed AI technology from Tomato.ai to mask the accents of offshore call centre workers, raising concerns among Canadian unions and leaders about customer deception, lack of transparency, and potential job losses. The AI alters speech in real time, potentially misleading customers about agent locations.[AI generated]
Why's our monitor labelling this an incident or hazard?
The AI system is explicitly described as being used to alter accents in real time, which is a clear AI system involvement. The use of this system has already taken place internally and possibly in customer interactions, leading to concerns about deception and lack of transparency, which can be considered a violation of rights or obligations to consumers. Although no physical harm or direct legal violation is reported, the alteration of accents to mask agent identity can be seen as a breach of consumer rights and trust, constituting harm to communities or individuals. Therefore, this event meets the criteria for an AI Incident due to indirect harm caused by the AI system's use.[AI generated]