SoftBank uses call centre AI to calm the sound of angry customers

Headline

SoftBank Corporation, one of Japan’s leading telecom providers, aims to transform customers’ voices into a soothing conversational tone and relay it to workers through the utilization of AI-powered emotion recognition and voice processing technology. This software aims to modify…

Context

SoftBank Corporation, one of Japan’s leading telecom providers, aims to transform customers’ voices into a soothing conversational tone and relay it to workers through the utilization of AI-powered emotion recognition and voice processing technology. This software aims to modify the tone of customers’ voices, potentially easing tension for call centre employees.

Evidence

Pending intelligence enrichment.

Analysis

SoftBank plans to commence internal and external testing of this technology within the next year, to commercialise it by March 2026. The company stated in a press release that they are developing a solution utilizing AI-powered emotion recognition and voice processing technology. This solution aims to convert customers’ voices into calmer tones, fostering smoother communication between customers and call centre staff while prioritizing the well-being of employees. Also read: Meta to discontinue Workplace app, shift focus to AI and metaverse technologies

Key Points

Softbank is using innovative AI-driven software to tackle the stress of dealing with angry customers in call centres.
SoftBank plans to begin internal and external testing of the technology next year, with the goal of commercialisation by March 2026.
The Government is considering legislation to strengthen the protection of workers in the service sector.