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In Japan, SoftBank’s ‘emotion-cancelling’ AI filter aims to protect workers from angry customers
The technology dramatically reduces the intonation of the angry comments, but retains enough to allow call-centre staff to respond appropriately.
The Tokyo Metropolitan Government has announced that it is planning a local ordinance designed to stop customer harassment, banning “abusive and unreasonable demands that harm workplace environments”. Roy Larke, senior lecturer in marketing at the University of Waikato in New Zealand and an expert on retailing and consumer behaviour in Japan, admits he has been “shocked” at recent reports of employees being harangued by customers. Asked why Japan might be witnessing this problem emerging now, Larke said he could only speculate as to a number of reasons, including high stress levels caused by inflation and “a certain amount of torpor, particularly among younger Japanese who too often feel some hopelessness about their futures”.
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