  Voice assistants' inability to serve people-of-color and non-native English
speakers has largely been documented as a quality-of-service harm. However,
little work has investigated what downstream harms propagate from this poor
service. How does poor usability materially manifest and affect users' lives?
And what interaction designs might help users recover from these effects? We
identify 6 downstream harms that propagate from quality-of-service harms in
voice assistants. Through interviews and design activities with 16
multicultural participants, we unveil these 6 harms, outline how multicultural
users uniquely personify their voice assistant, and suggest how these harms and
personifications may affect their interactions. Lastly, we employ techniques
from psychology on communication repair to contribute suggestions for
harm-reducing repair that may be implemented in voice technologies. Our
communication repair strategies include: identity affirmations (intermittent
frequency), cultural sensitivity, and blame redirection. This work shows
potential for a harm-repair framework to positively influence voice
interactions.
