Telecom workers say AI being used to monitor employees, disguise accents of offshore agents
The Canadian Telecommunications Workers Alliance testified before a House of Commons committee, expressing concerns that telecom companies are using AI to monitor employees and disguise the accents of offshore call centre workers. The alliance is calling for government restrictions on AI use in the sector to protect workers' rights and prevent job losses.
The Canadian Telecommunications Workers Alliance appeared before the House of Commons' standing committee on industry and technology on April 30. The alliance, representing 32,000 workers in Canada's telecommunications industry, expressed concerns about the use of artificial intelligence in the sector. Roch Leblanc, Unifor telecommunications sector director, stated that at least one company was using AI to mask the accents of offshore agents, potentially misleading Canadians. The alliance reported that around 20,000 jobs had been lost in the telecommunications sector over the past 10 to 15 years due to automation and offshoring. AI is being used to monitor workers, track technicians' movements, and analyze call centre conversations. The alliance is calling for a permanent federal working group on AI and stronger protections for workers' jobs and rights. Artificial Intelligence Minister Evan Solomon said the federal government's new national AI strategy will consider impacts on the labour market.
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