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#support#calls#more#call#don#india#understand#accents#issue#still
Discussion (37 Comments)Read Original on HackerNews
Almost every time I get a call from TELUS about a new service or promotion, it’s someone from the Philippines or India. A lot of them speak English fluently, but the accent and phrasing can be pretty different from what I’m used to, and I don’t always catch everything they’re saying. Sometimes I feel like I’m guessing a big chunk of the conversation, which makes me not want to engage, especially on sales calls.
It matters more when I’m the one calling them for billing or technical support. In those cases, clarity really counts, and it can get frustrating when I have to keep asking for repeats or try to piece things together.
Honestly, I’d love something like this for my own speech too. I’m Japanese and have a fairly strong accent, and it would be nice if people could understand me more easily without having to guess.
When calling support in my own country it is much faster and easier, because they intuitively understand the type of issue I’m having and can better relate. I question if changing the voice would make it more frustrating, as I’d have similar issues without the obvious explanation as to why it’s happening.
This is a different kind of way of using AI to eliminate local jobs and allow them to more easily outsource it to countries with low labour costs and poor labour conditions.
While I would appreciate being able to understand them better, I would not at all support this. You could maybe make an argument that using this with local staff could have some merit. As at least then they are not exploiting cheap foreign labour. There are still people living within the country of the caller who may still have strong accents like in the example you gave about yourself.
If I’m trying to convey an issue about a flight, per your example, it may very well be to someone who’s never flown or has very different expectations for what it looks like to fly. At one of the airports I was at in India, I was trying to find my gate and was pointed to a guy at a card table with a 3-ring binder, where he flipped through to find the flight. This was maybe 10 years ago; I had never experienced anything like that in the US, even going back several decades. This is a cultural and experiential difference. If someone from that airport in India called me for help (prior to that experience), I would have had an really hard time parsing their problem, as I wouldn’t have any context for seeing a man with a binder about finding gate information. Someone saying that wouldn’t have made any sense to me. Other airports there were more akin to what I’m used to in the US, but still had their local quirks.
This same type of issue could play out regardless of the country. India was the example brought up, but I’ve run into confusion due to cultural differences everywhere I’ve been to some degree. How impactful this is to support will vary based on how common the issue is, but I’m usually not calling support for common issues now that most of those can be handled via a website.
And yes, cultural difference matters. Americans often have more agency to take initiative, on average. Knowing there's an American on the other side puts me at ease, mentally.
Obviously not enough of them. Most are used to under-bidding and being stretched to take the lowest possible price.
It's not X, it's Y = AI pattern.
funny are using AI to write this comment while AI also rewrites your comment with cultural context.
Yeah, a human has never used this pattern before! Good thing AI always leaves this digital signature which is never wrong, so you always know if the person on the other end has used AI.
OP likely just has more self-awareness than most in being able to be honest about it.
I don't actually understand why anyone would be. Please don't waste my time trying to sell to me. If I'm in the market for your service, I'll let you know
As soon as I hear the "Mr Firstname and how are you today?" I hang up.
Call spammers have not worked out that a formal polite greeting is a big giveaway.
Related last year:
AI Accent Conversion for call centers (48 points, 70 comments) https://news.ycombinator.com/item?id=43514141
Call centres using AI to 'whiten' Indian accents (8+6 points, 0+6 comments) https://news.ycombinator.com/item?id=43246376 https://news.ycombinator.com/item?id=43292311
https://www.theglobeandmail.com/gift/2c42fdd7045b26c60c180ca...
a sweet korma, or a vindaloo are my most favorite.
Still, they could just give the employees training to learn additional accents.
The English accents around the world were left behind with the subsets of English people were taught to be able to aspire to entry level administrative jobs.
Someone recommended this to read, not sure if anyone else has read it: https://archive.org/details/educationascultu00carn
It feels like it bears some underpinning and contextual relevance.
My current company is global and while everyone can speak English well sometimes accents make it almost impossible to communicate.
Scam calls sounding "more legitimate" because it passes the (unfortunately racist) filters most people have.
I realized quickly how it was changing my thinking process to devote so much to each word.