AI Technology to Calm Angry Customers in Call Centers
Call center operators often face the brunt of customer frustration, dealing with angry voices and unreasonable demands. To alleviate this stress, SoftBank Corp. has developed voice-altering AI technology that transforms hostile customer voices into calmer tones.
This technology aims to reduce the psychological burden on operators by changing the pitch and inflection of complaining customers' voices. The AI has been trained on over 10,000 voice data points, including various emotions and expressions, to ensure accurate conversions.
However, the technology doesn't completely eliminate anger from the voice. A slight element remains audible to prevent operators from misinterpreting the customer's emotions and potentially upsetting them further.
The AI also monitors conversations for excessive length and abusive language. If these parameters are exceeded, a warning message is sent, informing the customer that the service may be terminated.
While AI excels at handling complaints and working long hours, Nakatani, the developer of the technology, acknowledges that angry customers often seek human interaction and apologies. Therefore, AI is not intended to replace operators entirely but rather serve as a "mental shield" to protect them from emotional strain.
SoftBank plans to further refine the technology and sell it starting from fiscal 2025. This innovation has the potential to significantly improve the working conditions of call center operators and create a more positive customer experience.