SoftBank, a major telecommunications company in Japan, has revealed that they are developing software with AI to help process background sounds to adjust the tone of customers contacting their customer service centers or call centers.
The software’s function is to soften the tone of customers’ voices when they contact in a harsh or aggressive manner, allowing customer service representatives to communicate without pressure, and also to support the mental health of employees.
SoftBank plans to begin testing the technology internally and with external customers next year, with expectations to offer the solution to other organizations by early 2026.
Source: The Japan Times
TLDR: SoftBank is developing AI software to adjust the tone of customers’ voices when contacting customer service centers for smoother communication, aiming to enhance customer service experiences and employee well-being.
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