Have you seen the 2018 movie sorry to disturb you? It’s about a young black man who gets a job in a call center and struggles to make sales until he adopts a “white voice”.
A new company called Sanas appears to have based its business plan on the film. He has developed software that converts the accents of call center employees into “Standard American English”. If you listen to the Sanas demoit sounds remarkably like the white voice of sorry to disturb you.
Of SF door:
But there is a fundamental flaw with Sanas’ unspoken promises and the logic presented by Sarim – an angel investor with “over 25 years of call center experience”. according to his LinkedIn. Accents do not cause prejudice, they trigger pre-existing biases. This bigotry is supercharged by the power dynamics at play in the hellish landscape of modern customer service, where frustrated callers are trapped on the phone with agents who have little authority to resolve their issues, and everyone is forced to interact exclusively through dehumanizing and weird valley scripts. . It all happens under the watchful eye of surveillance systems that put the average police state to shame.
And Sanas does little to remedy this hellscape; it just puts a filter on it.