Accentism for profit? What Telus is getting wrong about accents
Telus Digital, the global technology and digital services arm responsible for the telecommunication giant's call centres, has recently deployed an "accent masking" artificial intelligence tool to change the way its offshore agents sound. The technology analyzes agents' pronunciation in real time and reshapes their accents to more closely resemble generalized North American or British English speech patterns. Linguistic profiling or…
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