AI Decreases Stress in Call Centers by Softening Angry Customer Voices

Japan’s SoftBank Corp is piloting AI aimed at decreasing stress in call center workers by softening the tone of angry customer voices.

Take aways:

How SoftBank is using AI: The telecom company is developing AI-enabled software that alters irate customer voices into a calm, conversational tone before the calls are routed to customer service representatives.

Workplace Harassment and AI: Harassment of staff, particularly those working in customer service, is receiving increased attention in Japan. The rise in awareness matches findings of a recent survey in which almost half of the workers in service and retail admitted to having dealt with customer harassment.

The Impact on the Psychological Well-being of Workers: SoftBank hopes its AI solution will not only foster better customer relationships but also protect the mental health of their staff from the strain of dealing with irate customers.

Reference:

Japanese telecom provider will use AI to smooth out irate customer voices