As artificial intelligence becomes more common in Canadian workplaces, some Telus call centre employees say they fear the technology could eventually replace them. Workers report being required to use AI “co-pilot” tools during customer calls, where the system suggests responses, sales offers, and troubleshooting steps in real time. Employees also provide feedback when the AI makes mistakes, raising concerns that they are effectively helping train systems that may one day reduce the need for human staff.

Labour groups representing telecom workers say these fears reflect broader trends across Canada’s job market. Automation and offshoring have already eliminated thousands of telecommunications jobs over the past decade, and AI is now accelerating that shift. Workers also report increased AI monitoring, including performance tracking and surveillance of calls and computer activity.

Telus says the tools are designed to support employees, not replace them, and argues AI can improve customer service efficiency. However, experts note Canada lacks strong legal protections around workplace AI compared with Europe. The debate highlights growing uncertainty across industries as Canadian employers increasingly adopt AI to cut costs and automate routine work.

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Kevin Maimann’s original article, “As AI creeps into telecoms, call centre agents worry they'll be replaced” was published in CBC News on May 8, 2026. Read the Full CBC News story.

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