Telecom Workers Demand AI Use Limits
Telecommunications Workers Voice Concerns Over AI Use in the Sector
Telecommunications workers across Canada are raising alarms about the increasing use of artificial intelligence (AI) within their industry. They argue that the technology is being deployed to monitor employees and even alter the accents of offshore call center workers, potentially misleading customers and displacing local jobs.
The Canadian Telecommunications Workers’ Alliance presented its concerns on April 30 before the House of Commons' Standing Committee on Industry and Technology in Ottawa. The alliance includes major unions such as Unifor, the United Steelworkers union, and the Canadian Union of Public Employees. Together, these organizations represent approximately 32,000 workers in the telecommunications sector, including those employed by major companies like Bell, Rogers, and Telus.
Roch Leblanc, director of the telecommunications sector for Unifor, highlighted one specific concern during his opening remarks. He mentioned that at least one company was using AI to mask the accents of offshore agents. This practice, he argued, could mislead Canadians into believing they were speaking with local employees when, in fact, the calls were being handled by workers overseas.
Leblanc emphasized that customers should be informed when AI is used in customer service interactions. He also pointed out that over the past 10 to 15 years, roughly 20,000 jobs in the telecommunications sector have been lost due to automation and offshoring. The alliance fears that AI will only accelerate this trend.
He noted that AI is particularly advanced in the telecommunications industry and is already being used to monitor workers in various ways. For example, it can track the movements of technicians and measure the time they spend on tasks. Additionally, AI can analyze call center conversations word-by-word to reroute calls or identify patterns related to sales and subscriptions.
Leblanc urged governments to implement restrictions on AI-based monitoring, stating that such practices increase psychological stress and intensify workloads for employees.
Nathalie Blais, a research advisor with the Canadian Union of Public Employees, echoed similar concerns. She described AI as "very invasive" and stressed that it should be used for the "common good" rather than in ways that might mislead people or eliminate jobs.
Blais said the alliance is calling for the establishment of a permanent federal working group on artificial intelligence. This group would bring together government officials, industry representatives, and civil society to collaborate on how AI is implemented and regulated.
The alliance also advocates for stronger protections for workers’ jobs, their rights, and the security of Canadians’ personal information. They believe that without proper oversight, AI could further erode job stability and privacy.
Artificial Intelligence Minister Evan Solomon acknowledged the concerns raised by the alliance. On Monday, he stated that the federal government’s upcoming national AI strategy will take into account the impacts of AI on the labor market.
As the debate over AI continues, telecommunications workers are pushing for greater transparency and accountability in the use of this powerful technology. Their message is clear: while AI has the potential to improve efficiency, it must not come at the expense of workers’ rights or public trust.
