this post was submitted on 07 May 2026
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AI ‘accent masking’ at overseas call centres sparks union backlash in Canada (globalnews.ca)
submitted 2 weeks ago by sanitation@lemmy.radio to c/technology@lemmy.world
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[–] edgemaster72@lemmy.world 3 points 2 weeks ago

(My guess, best case scenario) Make queue times during non-busy hours more similar to the queue times during busy hours, so that there doesn't seem to be a "better" time of day to call, hopefully spreading the call volume throughout the day and creating a more consistent wait time when calling (even if that means the experience is worse than actually necessary at times).

At least that's probably how someone in management sold the idea.