Telecom workers say AI being used to monitor employees, disguise accents of offshore agents
Telecom workers say AI being used to monitor employees, disguise accents of offshore agents
Publish Date: 2026-05-05 22:59:00
Source Domain: www.cbc.ca
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Concerns Regarding AI Use in Telecommunications: The Canadian Telecommunications Workers Alliance is calling for government restrictions on AI due to its perceived use in monitoring workers and disguising the accents of overseas call center employees, potentially misleading Canadian consumers.
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Representation and Impact: The alliance, representing 32,000 employees from major companies like Bell, Rogers, and Telus, expressed these concerns in front of the House of Commons’ standing committee on industry and technology.
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Accusations of Misleading Consumers: Roch Leblanc from Unifor highlighted the practice of using AI to mask the accents of offshore agents, arguing this could trick consumers into thinking they are speaking with domestic employees.
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Fear of Job Losses: Leblanc noted that around 20,000 jobs have been lost over the past 10-15 years due to automation and offshoring, and the alliance fears AI will accelerate this trend.
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Monitoring Practices: The alliance pointed out AI’s advanced monitoring capabilities, such as tracking technicians’ movements and real-time call analysis, which they believe increases psychological stress and intensifies workloads.
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Advocacy for Regulation and Worker Protections: Nathalie Blais urged for the creation of federal working groups to ensure AI benefits the common good and not at the expense of workers’ rights and security, and called for stronger protections for workers and the information of Canadians.
