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SoftBank's New AI Makes Angry Customers Sound Calm On Phone
SoftBank has developed AI voice-conversion technology aimed at reducing the psychological stress on call center operators by altering the voices of angry customers to sound calmer. Japan's The Asahi Shimbun reports: The company launched a study on "emotion canceling" three years ago, which uses AI ...
SoftBank has developed AI voice-conversion technology aimed at reducing the psychological stress on call center operators by altering the voices of angry customers to sound calmer. Japan's The Asahi Shimbun reports: The company launched a study on "emotion canceling" three years ago, which uses AI voice-processing technology to change the voice of a person over a phone call. According to the company, the biggest burdens on operators are hearing abusive language and being trapped in long conversations with customers who will not get off the line -- such as when making persistent requests for apologies.
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