Telecom workers are urging the government to impose constraints on the utilization of artificial intelligence in the industry, alleging that the technology is being deployed to oversee employees and alter the accents of offshore call center staff. The Canadian Telecommunications Workers Alliance raised its AI-related apprehensions on April 30 before the House of Commons’ standing committee on industry and technology in Ottawa. Representing 32,000 employees in Canada’s telecom sector, including those at Bell, Rogers, and Telus, the alliance consists of major unions like Unifor, the United Steelworkers union, and the Canadian Union of Public Employees.
During his introductory statements, Roch Leblanc, Unifor’s telecommunications sector director, disclosed that at least one company was utilizing AI to disguise the accents of overseas agents. This practice, he warned, could deceive Canadians into believing they were conversing with local staff while being unaware that the roles had been relocated abroad. Leblanc emphasized the need for transparency with customers when AI technologies are employed.
Approximately 20,000 positions in the telecom field have been eliminated over the past decade due to automation and offshoring, Leblanc revealed, expressing concerns that artificial intelligence could exacerbate this trend. He highlighted the advanced use of AI in telecom, citing examples such as tracking technicians’ movements and monitoring task durations.
Moreover, Leblanc mentioned how AI could meticulously analyze call center dialogues to redirect calls or detect patterns related to sales and subscriptions. He urged authorities to limit AI-based surveillance, citing its detrimental effects on mental well-being and workloads.
Nathalie Blais, a research advisor with the Canadian Union of Public Employees, emphasized the intrusive nature of AI technology and advocated for its ethical utilization to serve the common good, rather than leading to deception or job losses. The alliance proposed the establishment of a permanent federal task force on artificial intelligence to foster collaboration among government, industry, and civil society on the ethical implementation of AI.
In addition to advocating for enhanced job security, workers’ rights, and the protection of Canadians’ data, the alliance called for stringent safeguards. Minister of Artificial Intelligence Evan Solomon announced that the forthcoming national AI strategy will evaluate its impact on the labor market.