Comment by ripe

Interesting tech, though I can't help imagining it's solving an auxiliary issue and not the core problem with many call centers, which is that these workers are usually unable to solve the customer's problem but are there only to serve as a punching bag.

From the article, "It’s not hard to imagine scenarios where the introduction of Sanas results in companies demanding more of their workers because they now have “accent matching" that is supposed to increase their performance with customers—-a typical outcome when workplaces with minimal autonomy implement performance-boosting software."