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SoftBank’s new ‘emotion canceling’ AI turns customer screams into soft speech | The “emotion cancelling” technology aims to reduce stress levels among call center operators by softening the tone of angry customers’ voices.
SoftBank is using AI to combat customer harassment in call centers. Its "emotion canceling" technology softens angry customers' voices.
SoftBank’s initiative comes at a time when Japan is grappling with the issue of customer harassment in the service industry, with the government considering legislation to strengthen worker protection. Meanwhile, the Tokyo Metropolitan Government is taking steps to address the growing problem of customer harassment by introducing a local ordinance to ban “abusive and unreasonable demands that harm workplace environments.” Roy Larke, an expert on Japanese consumer behavior, told SCMP that factors such as higher levels of stress caused by inflation, discontent on social media, and the influence of foreign tourists could be contributing to the rise in customer harassment.
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