An AI startup is facing allegations of racism and discrimination after being accused of manipulating non-American accents to sound “more white.” The company uses speech recognition technology to change the user’s accent in near-real time. (Source)
Friction is an impediment to a perfect customer experience. Removing this friction is always welcome, but homogenisation by a dominant culture is a bit more sketchy. It’s laudable that someone aims to remove friction from communication. Raze that tower of Babel—or does it need constructing? I’m no biblical scholar. I’m all for fostering communication, but this control should be an option for the customer receiving the call, not the sender—press 1 if you don’t wish to hear a foreign accent.
When it comes down to it, translation services have the same challenge. Which accent comes out the other end? (I’ll guess it is similar to this one.)
And what American accent is being represented? The neutral accent of the flyover states, the Texas drawl, or the non-rhotic accent of Harvard Yard? I’m guessing it’s not California cool or urban Philadelphia or down on the bayou. Press 7 for Canadian English, eh?
It’s bad enough that US English, despite having a minority of speakers, is running roughshod over World English spelling and pronunciation, colonising the world via streaming services and infestation on the internet.
The BBC relaxed its RP requirements in 1989 for the purpose of regional cultural inclusiveness. Which direction do we want to go?
In the end, this is another example of businesses being more concerned with business than customers and the human experience.
As for me, I prefer an accent I don’t have to work so hard to discern. But at the same time, I’ve worked with many people whose first language is not English, and though it does take a bit more effort, it’s really not that difficult. Besides, I’ve heard native English speakers with regional accents and dialects that are just as taxing.
I sent a survey a month or so ago asking which regional accent people preferred. As it turned out—and not unsurprisingly—, people preferred the English they are used to hearing. Continental Indians preferred continental English; Americans wanted neutral American English; Jamaicans preferred Jamaican English, and British speakers preferred modern RP. And so it goes.
What’s your take?