It is natural that when we have a problem with a service, the employee who receives the report will be a victim of anger. They are the frontline who have to face the insults and insults of dissatisfied customers.
In Japan, Softbank and the University of Tokyo have developed an artificial intelligence (AI) Emotion Canceling Voice Conversion Engine that changes the tone of angry customer service line callers.
When dealing with callers, employees can activate this AI if they feel they can no longer tolerate high-pitched voices or shouting. AI will change the customer's voice to a softer one while reducing the emotional stress on the employees who have to deal with them.
The system can also filter abusive words that may be thrown at employees. At a time when this AI is still being refined to ensure that the information that the calling customer wants to convey can still be conveyed accurately. Softank hopes that this system will be able to be used on their customer service lines by 2026.