Telus Uses AI to Alter Call-Agent Accents

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 **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.