Dealing with irate customers may be quite unpleasant for call center workers, but Japan’s SoftBank Corp. thinks it has a solution: artificial intelligence-powered software that muffles clients’ voices
Call center employees may find it quite unpleasant to deal with angry consumers, but Japan’s SoftBank Corp. believes it has a solution: software with artificial intelligence that softens the tone of clients’ voices.
By the end of March 2026, the third-largest telecom provider in the nation hopes to have commercialized the technology after a year of internal and external testing.
“We are working on the development of a solution that can convert the customer’s voice into a calm conversational tone and deliver it to our workers using AI-enabled emotion recognition and voice processing technology,” SoftBank stated on Wednesday.
“With this solution, we aim to maintain good relationships with customers through sound communication while ensuring the psychological welfare of our workers.”
Japan takes great pride in its excellent customer service standards, but in recent years, there has been an increased awareness of the problem of harassment of employees in the service sector. The government is considering passing laws to improve worker protection.
Approximately half of the approximately 33,000 participants in this year’s study conducted by UA Zensen, a labor union representing workers primarily in the retail and service sectors, reported having been harassed by clients in the previous two years. The instances included threats, verbal and physical abuse, and, in certain cases, requests from customers for employees to bend and bow in remorse.
In response to the harassment, over 100 respondents indicated they had sought out mental assistance.
Also read: Unveiling the Ethical Imperatives: Navigating the Intersection of AI and Cybersecurity
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