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SoftBank’s new AI makes angry customers sound calm on phone
Good news for call center operators who are worn down by hostile customers with unreasonable demands—artificial intelligence technology can alter angry voices into calm ones.
Good news for call center operators who are worn down by hostile customers with unreasonable demands—artificial intelligence technology can alter angry voices into calm ones. 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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