SoftBank’s AI: Turning Customer Fury into Friendly Chatter
Is silencing customer rage with AI the future of customer service, or are we just sweeping anger under the digital rug?
SoftBank Corp has introduced an innovative AI technology designed to transform angry customer voices into calm, conversational tones. Dubbed “emotion canceling,” this system aims to protect call center operators from verbal abuse and reduce their stress levels.
The AI identifies angry speech patterns and modifies the intonation to sound less aggressive, while still conveying the caller's message. This initiative comes amid rising instances of customer harassment in Japan's service industry, highlighting the need for better worker protection.
Will AI-driven calm conversations improve customer service dynamics, or are we merely masking the underlying issues?
Read the full article on Interesting Engineering.
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