Artificial intelligence masks accents of call center workers

Artificial intelligence masks accents of call center workers

2023-09-08

The Philippines and India are the world’s top call center countries. A California tech startup is using AI to mask the accents of call center workers to reduce discrimination. As well-intentioned as that, some say diversity is being erased in the process. Voice of America’s Matt Dibble reports from California.

In the global economy, a call to a customer service center will likely be answered by someone in a faraway part of the world.

Call center workers can train for months to effectively communicate with customers whose native language and culture differ from theirs.

Despite this training, accents often get in the way, says developer Sharath Narayana.

Sharath Keshava Narayana
Sanas AI co-founder
There are at least a few instances every single day of his life or her life that they go through some level of discrimination and sometimes straight up abuse.

Narayana is a co-founder of California-based Sanas AI, whose technology can adjust the way a speaker sounds with the goal of making an accent more relatable. A call center worker from the Philippines demonstrated.

The difference can be subtle, but Narayana says it is helping call center workers avoid abuse.

Sharath Keshava Narayana
Sanas AI co-founder
We’re not trying to hide the fact that this person is from India, or this person is from the Philippines. But this person would sound so clear, so confident, and so crisp that the other person would like to have a conversation.

Discrimination and abuse by callers are among the factors leading to high turnover among call center workers. Sociologist Aneesh Aneesh says tools like Sanas can help reduce the burden on call center agents. Aneesh, however, worries that it also points to what he says are dehumanizing trends in technology, namely erasing diversity.

Aneesh Aneesh
University of Oregon Sociologist
“Most of our communication is mediated through some technology. But when technologies start changing our accent itself, that is transforming you into your own avatar. Now the driving force is not developing an understanding between human beings, but the driving force is transactional in the sense that things have to get functionally done.”

Narayana says that of the workers with the optional Sanas system installed, 97% of them are choosing to use it every day.

For now, the AI seems to be helping people connect.

Matt Dibble, VOA News, Palo Alto, California.

減少歧視 AI調整客服人員口音

2023-09-08

菲律賓和印度是世界上最大的企業後勤中心，包括替各國企業接聽客服電話。一間加州新創公司利用AI，調整客服人員的口音，藉以減少歧視，卻引發多樣性正在被消除的隱憂，來看美國之音的報導。

受到經濟全球化的影響，致電客服中心時，接聽電話的人可能來自世界各個角落。

客服中心的工作人員，經過好幾個月的訓練，就是為了有效地與來自不同語言和文化的客戶進行溝通。

Sharath Narayana表示，儘管接受了這樣的培訓，口音往往會成為溝通障礙。

[[Sanas AI共同創辦人 Sharath Keshava Narayana]]
“他們的生活中，每天至少都經歷到幾次一定程度的歧視，有時甚至直接被辱罵”

Narayana是加州Sanas AI公司的共同創辦人，該公司的技術能調整說話者的口音，易於聽者理解。Narayana為我們示範。

差別可能不大，但Narayana表示，這有助於客服中心工作人員避免被客人辱罵。

[[Sanas AI共同創辦人 Sharath Keshava Narayana]]
“我們並不想掩蓋這個人是來自印度，或是來自菲律賓的事實。但是這個人的口音將變得清晰、自信並且純熟，以至於對方會想與之進行交談”

歧視和辱罵是客服中心工作人員流動率居高不下的原因之一。社會學家Aneesh Aneesh表示， Sanas這樣的工具可以幫助減輕客服中心的負擔。然而，Aneesh也擔心這暗示著去人性化技術趨勢，消除多樣性。

[[社會學家 Aneesh Aneesh]]
“我們大部分的交流都是通過一些技術進行的。當技術開始改變我們的口音本身時，就相當於把你變成自己的虛擬化身。現在發展技術的動力，不再是為了增進人與人之間的理解，而是以事物性、功能性為導向，讓事情順利完成”

Narayana 表示，安裝Sanas系統的工作人員中，有97%的人選擇每天使用。

目前，AI似乎似在幫助人們建立聯繫。

Related News

Minimum monthly and hourly wage to be hiked to NT$27,470 and NT$183

Good news for all workers. Taiwan will hike the basic minimum wage for the eighth time since President Tsai Ing-wen took office. Starting from New Year’s Day next year, the minimum monthly wage will be NT$27,470 in an increase of 4.05%. Meanwhile the minimum hourly pay will go up to NT$183.

After 4.5 hours of discussions, the Ministry of Labor’s wage review committee announced that the minimum wage will be increased next year. The monthly minimum salary will stand at NT$27,470, an increase of 4.05%, while the minimum hourly rate will stand at NT$183. It’s estimated that 2.39 million workers will benefit from the hike. The committee’s final decision to make the increase of 4.05% was higher than an expected 3%. The main consideration was to maintain the public’s real purchasing power amid soaring prices of important everyday commodities.

Hsu Ming-chun
Minister of labor
Over the years when we have been adjusting the minimum wage, the CPI of 17 important everyday commodities has not seen such large increases. Whatever the future holds, employers are actually very worried. They should take care of workers but they are also worried that if these increases are too large they may not be able to absorb the costs.

Looking back at President Tsai Ing-wen’s term in office, the minimum wage has risen eight times in a row, for a total increase of 37.3% in the minimum monthly wage and a 52.5% increase in hourly salaries. Faced with concerns from employers about a poor economy, Labor Minister Hsu Ming-chun stressed the government will do its best to help.

Hsu Ming-chun
Minister of labor
For example, small-and-medium-sized manufacturers have recently destocked their entire inventories and orders are not performing as well as expected. The representative from the Ministry of Economic Affairs has particularly noted some measures to assist them.

As the economy bubbles domestically and cools externally in the post-pandemic era, Hsu hopes that raising the basic wage will attract more people into the workforce and alleviate a labor shortage problem.

2023-09-08

KMT presidential candidate proposes tax breaks for businesses that raise salaries

Despite the upcoming rise, KMT presidential candidate Hou Yu-ih slammed the Tsai administration Friday for failing to raise the minimum monthly wage to NT$30,000, as pledged in 2017. Hou said the government had disappointed workers, adding that if he gets elected, he will bring up the minimum wage to NT$33,000. Hou also promised tax breaks for companies that raised their employees’ wages by more than 1% of their annual profits. However, the ruling DPP has slammed Hou’s proposal, saying he was pushing the burden of salary hikes on to companies.

Hou Yu-ih
KMT presidential candidate
I promise all workers that during my term in office, the minimum monthly wage will be increased gradually year by year to reach NT$33,000.

The KMT’s Hou Yu-ih also said he wants to encourage companies to raise the salaries of workers whose income is higher than the minimum wage.

Hou Yu-ih
KMT presidential candidate
If listed companies use more than 1% of the after-tax profits to raise employees’ salaries, any amount above the 1% mark will be deducted from the company’s taxable business income for that year. That’s as long as the amount does not exceed 150%. If giving employees a salary increase of NT$100 deducts NT$150 from the taxable income, companies will be more willing to raise employees’ wages to get a deduction.

Hou also promised stiffer taxes for wealthy people. Taxpayers with an income of more than NT$10 million and whose salaries only account for 30% of their income, could see their tax rate go up to 45%. Hou stressed that he was not afraid of offending Taiwan’s upper classes.

Hou Yu-ih
KMT presidential candidate
If you see everything as a vote, you won’t want to do anything. What should be done should be done. Courage is the will to reform, and nothing can stop this. So I’ll impose a tax on rich people when I take office. The DPP is now planning to levy a tax on wealthy people. I’m happy. Do you want to do this together?

Wu Cheng
New Taipei City legislative candidate (DPP)
To put this bluntly, he is being generous at the expense of others. Your goals and your political platforms require all of our companies to help you fulfill them. Even more should be taken out of profits to help young people. So why won’t you take the profits you’re making from renting out dorms for university students and give them back to young people?

The legislative candidate took a jab at Hou for the Chinese Culture University dorms run by his family, which have recently caused controversy for their high rental rates.

2023-09-08

President Tsai returns to Taiwan after four-day Eswatini visit

2023-09-08

Independence activists commemorate San Francisco Treaty with flag-raising ceremony

Taiwan independence activists commemorated the anniversary of the Treaty of San Francisco Friday, which officially ended Japan’s territorial claims over Taiwan after World War II. Activists see the date as a sort of "independence day" for Taiwan, and have been holding a flag-raising ceremony on Sept. 8 since 2005. This year’s event was attended by Legislative Speaker You Si-kun, who thanked activists for their efforts in normalizing Taiwan’s international situation.

Taiwan independence activists hoist a Taiwan independence flag outside the Legislative Yuan to celebrate Sept. 8, which marks the signing of the Treaty of San Francisco. The flag-raising event took place at 9:08 a.m. The activists say they have high hopes for DPP presidential candidate Lai Ching-te.

Peter Wang
Taiwan Republic Office founder
We have more confidence in Lai Ching-te, because he has more resolve. He will make efforts to speed up projects like rectifying names, constitutional reform and transitional justice. He will make up for all of Tsai Ing-wen’s shortcomings.

Chilly Chen
Taiwan Republic Office director
Lai Ching-te is the only one who can maintain Taiwan’s current lifestyle based on freedom, democracy, human rights, and rule of law, and freedom from enslavement by the Chinese Communist Party. The other three candidates are quite worrying, as they are backed by red shadows.

The flag-raising ceremony is in its 19th edition, and was attended by supporters from home and abroad. Also at the event, Taiwan Republic Office founder Peter Wang launched a book about his efforts to defend Taiwan’s sovereignty and his campaigns to let Taiwan be Taiwan internationally.

You Si-kun
Legislative speaker
I would like to offer my admiration and encouragement to everyone. No matter what, I truly believe that Taiwan is on its way to becoming a normal nation. Taiwan’s normalization is definitely something we can achieve. Let’s keep working hard toward it.

Legislative Speaker You Si-kun also took part at the event, thanking activists for their work. With the 2024 general elections just around the corner, the flag-raising ceremony on Friday was especially significant. Activists say they hope the next president will defend Taiwan’s sovereignty and normalize Taiwan’s international situation.

2023-09-08

Residents evacuated from tilting apartment buildings in Taipei’s Zhongshan District

2023-09-08

Driftwood from Typhoon Haikui not yet up for grabs

The Forestry and Nature Conservation Agency is reminding the public that collecting driftwood caused by Typhoon Haikui is not yet allowed. Many coastal areas around Taiwan are currently covered in tree branches and other debris that washed down from the mountains amid heavy rains. For now, taking any of the wood home is illegal as the government inspects the debris. Collection will eventually be allowed. But when it is, be sure to refrain from collecting any pieces that the government has marked, as doing so is punishable with up to seven years in prison and up to NT$20 million in fines.

Driftwood as far as the eye can see covers this beach. Seen from above, you can get a grasp on just how much wood has been heaped on the shoreline. All of this are trees and branches washed down from the mountains by Typhoon Haikui.

Excavators have been dispatched to take care of the debris. People have also headed to the beach to collect wood, be it on their own, with pets or with the whole family squad. But a government official warns that picking up this driftwood is currently illegal.

Yu Lan-chun
Forestry and Nature Conservation Agency
Before the relevant announcements are made, collecting the wood could be considered a criminal offense.

There is a vast amount of driftwood at Huaren Beach in Hualien’s Ji’an Township, including pieces of highly aromatic cypress trees and other valuable timber. But since the government is not yet allowing its collection, people who take any of it away would be breaking the law.

Some pieces are marked in red, indicating that they are property of the government. They’ll eventually be taken away to be sold in auctions. None of the marked pieces can be taken away, even after collection is allowed.

Yu Lan-chun
Forestry and Nature Conservation Agency
Taking pieces that have been marked is very likely to be in violation of Articles 50 and 52 of the Forestry Act. It is punishable with up to seven years in prison and fines of up to NT$20 million.

The Forestry and Nature Conservation Agency says any pieces of unmarked wood can be taken away freely once collection is allowed. But collectors who want to sell the wood will need to obtain a permit and register online. If you’re itching to get your hands on some of the driftwood, make sure you are following the rules to not get in legal trouble.

2023-09-08

Japanese couple settle in Taiwan to open a taiko drumming group

A Japanese couple moved to Taiwan to open a taiko drumming group. As skilled drummers, the Kumagais wanted to bring this magnificent instrument to Taiwan. Along with their three children, they relocated 10 years ago and have not looked back. Their motto is to make people happy, enjoy playing, and make slow and steady progress. The taiko school, and performance group "Voice of the Wind," are thriving. And now they even have the perfect mascots, as the older children in the Kumagai household have started performing taiko too.

The taiko drum is an indispensable part of many of Japan’s most beloved traditional ceremonies. Kumagai Risa and her husband Shinnosuke moved to Taiwan 10 years ago to promote the taiko.

Kumagai Shinnosuke
Taiko group leader
When we first founded “Voice of the Wind,” most of the members were somewhat older. Now we also have younger people coming in. At the time, I didn’t want to get involved with it too much; just gradual progress was enough. Our goal is to make the audience happy, so we also have to be happy and enjoy it. Then the people watching will think, “Wow! Drumming looks so fun!” That’s the goal with which we founded “Voice of the Wind.”

Risa is one of the senior members of the group. She follows the leader, her husband, and is an energetic example to all the group’s members in rehearsal. Some say she feels like the group’s mom, watching closely over how everyone’s doing, and making sure everybody can keep up with the pace.

Kumagai Risa
Taiko drummer
Because we both play the drums, and we’re in the same “Voice of the Wind” group. So we often have different opinions on things. As a teacher, he’s very fair, and gives everyone a chance, and we practice together. But personally I want everyone to progress together.

Having fallen in love with this country, the couple have decided to put down roots in Taiwan. Their son and daughter have grown up surrounded by drums, and are already performing with the group, inspiring the whole team. Any business venture is fraught with tears and filled with laughter, just like a taiko rhythm rising and falling, but the Kumagais know they’re playing this song to the end.

This story was provided by the program "We Are Family"
Funded by New Immigrant Development Fund

2023-09-08

Immigrant-friendly policies make it easier for international students to find work

International students are finding it easier to stay and work in Taiwan after graduation, thanks to new immigrant-friendly policies. Every year, thousands of international students graduate with professional skills. Now they will have more opportunity to stay in Taiwan and find employment if they choose. Taiwan is increasingly seen as a top country in which to study abroad. Many students stay here over the summer to earn money, and we caught up with one young scholar from Myanmar to find out more.

Hsiao-ai is about to start her first year of college. She didn’t go back home to Myanmar for the summer. Instead she stayed to wait tables in this restaurant. When one dish is served, she immediately turns to tidy a booth. It’s heavy work but the young woman wouldn’t complain.

Ming Chen-ai
International student
I need to earn money for college. If I went home, my parents might have to worry about the money. The monthly pay over there is just NT$3000.

Hsiao-ai says that by working 80 hours a month here, earning NT$176 an hour, she gets at least NT$14,000. It’s more than she could earn in Myanmar, and hours are more flexible.

Ming Chen-ai
International student
If you’re full-time, the schedule is fixed each month, but not for part-time. They fix the hours each week. I can choose when I want to be off next week. Some people work in fried chicken stores in the week, and then the night shift at a factory at the weekend, and you can earn NT$60,000 or NT$70,000 a month.

Hsieh Chih-hsien
Restaurant manager
The part-time pay is actually slightly higher than the full-time pay. Going by the hourly wage long-term, it’s definitely higher than full-time. So young people actually tend to go for the part-time roles.

International students like Hsiao-ai have been working flat out all summer to earn money. The government’s New Southbound Policy is making it easier for them to find jobs, while allowing more and more students to come here.

Ming Chen-ai
International student
After the coup in Myanmar, many countries refused to give us visas. It’s just Taiwan that says Myanmar students can still come and study here, and gives us lots of benefits.

Paul Su
Workforce Development Agency, Ministry of Labor
According to the statistics of the Ministry of Education, approximately 11,000 to 12,000 international students graduate in Taiwan every year. If they want to stay and work here after that, with professional skills, then currently we are pushing forward something called the “Points System for International Students.”

The number of adults aged 15 to 65 in Taiwan is dwindling: each year it drops by about 180,000 people. With the birthrate falling, international students are a huge boon for the country. If benefits or favorable policies can keep them here, they could help stem the looming labor shortage.

2023-09-08

National Palace Museum launches frozen dumpling line

2023-09-08