SoftBank Corp, Japan’s third-largest telecoms provider, has announced plans to test artificial intelligence-enabled software that can soften the tone of customers' voices during phone calls. The aim is to improve customer service by creating a more calming and positive environment for call centre workers. SoftBank plans to conduct internal and external tests of the technology over the next year and aims to commercialise it by March 2026.
In a press release, SoftBank stated that the software would use AI-enabled emotion recognition and voice processing technology to convert the customer’s voice into a calm conversational tone. The technology is designed to ensure that customer interactions are conducted in a sound and respectful manner, while also prioritising the psychological well-being of call centre workers.
Customer service is highly valued in Japan, but recent years have seen an increased awareness of the issue of harassment of service industry staff. The government is considering new legislation to strengthen worker protections. A survey conducted by UA Zensen, a labour union representing service and retail industry workers, found that around half of the 33,000 respondents had experienced harassment from customers in the past two years. The incidents ranged from verbal abuse and intimidation to demands for workers to kneel and bow in apology. Some employees even sought psychiatric help as a result of the harassment.
SoftBank’s AI-enabled software has the potential to be a game changer for call centres in Japan and beyond. By using artificial intelligence to soften the tone of customers' voices, call centre workers may experience reduced stress levels and improved well-being. This, in turn, has the potential to enhance the quality of customer interactions and maintain positive relationships. The software also has the added benefit of addressing the issue of customer harassment, providing a safe and respectful environment for call centre workers.
With the increasing integration of AI technology in various industries, SoftBank’s initiative is another example of the transformative power of artificial intelligence. By leveraging emotion recognition and voice processing technology, the software can create a more empathetic and supportive environment for both customers and workers.
In conclusion, SoftBank’s AI-enabled software represents a significant advancement in improving customer service and protecting the psychological welfare of call centre workers. By softening the tone of customers' voices, the software aims to create a more positive and respectful environment for all parties involved. This technology has the potential to revolutionise call centres and enhance the well-being of workers in the service industry. As the implementation of AI continues to expand, we can expect to see more innovative solutions like this that prioritise customer satisfaction and worker well-being.
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