NTT Communications, Softbank use AI to combat abusive calls
TOKYO, JAPAN — In a pioneering effort to tackle the growing issue of abusive customer behavior, Japanese tech giants NTT Communications Corp. and SoftBank Corp. are developing artificial intelligence (AI) systems to support call center workers.
NTT Communications has introduced an advanced system that monitors interactions between customers and operators, offering real-time suggestions for appropriate responses on the operator’s screen.
During a recent demonstration, the system effectively guided an operator through a difficult customer complaint about a telecom contract, with the AI tagging the response as “No problem.” This innovation promises to alleviate the psychological stress on employees who often find it challenging to remain composed under aggressive customer interactions.
Addressing “Kasu-hara” in Japan
The development of this technology comes as a response to “kasu-hara,” or abusive customer behavior, which has become a significant social issue in Japan — a country renowned for its hospitality culture.
Such behavior has severe consequences for workers, including job resignations and mental health issues. This has prompted various industries to establish guidelines for managing abusive customer behavior.
SoftBank’s AI technology for voice modulation
Last May, SoftBank announced its plans to develop an AI technology that modulates the tone of customers’ voices during calls, transforming harsh tones into calmer ones. This initiative aims to foster more amicable interactions and is part of a broader strategy to maintain positive customer relationships while ensuring employees’ mental health.
The company plans to commercialize this technology by fiscal 2025, with ongoing testing expected to conclude by March 20262.
“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 workers using AI-enabled emotion recognition and voice processing technology,” SoftBank stated in a press release.
SoftBank’s investment in AI infrastructure
In addition to these technological advancements, SoftBank is making substantial investments in computing infrastructure, committing 150 billion yen (US$960 million) by 2025. This investment is set to enhance Japan’s capabilities in generative artificial intelligence (GenAI), positioning SoftBank as a key player in the global AI market.
The company plans to acquire advanced GPUs from Nvidia, which are essential for training large language models similar to OpenAI’s ChatGPT3. This strategic move not only addresses immediate workplace challenges but also strengthens Japan’s competitive edge in the rapidly evolving AI landscape.
By integrating AI into customer service operations, both NTT Communications and SoftBank are setting new standards for handling customer interactions while prioritizing employee well-being. These initiatives reflect a forward-thinking approach that could significantly improve the work environment for call center employees and enhance overall customer service experiences.
