SoftBank tests AI to deal with angry customer calls

TOKYO, JAPAN — Dealing with irate customers can be extremely stressful for call center workers, but SoftBank Corp. believes it has found a solution: artificial intelligence-enabled software that softens the tone of customers’ voices.
Japan’s third-largest telecom provider aims to begin testing the technology internally and externally over the next year, with plans to commercialize it by the end of March 2026.
“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 said in a press release.
“With this solution, we aim for good relationships with customers to be maintained through sound communication while ensuring the psychological welfare of workers.”
Addressing harassment in the service industry
Japan prides itself on its high standard of customer service, but the issue of harassment of staff working in the service industry has gained more awareness in recent years. The government is currently considering legislation to strengthen protection for workers.
Around half of some 33,000 respondents to a survey this year by UA Zensen, a labor union for workers mainly in the service and retail industry, said they had experienced harassment by customers during the last two years.
The incidents included verbal abuse, intimidation, and in some cases, even demands by customers for workers to kneel and bow in apology. More than 100 respondents said they had sought psychiatric help as a result of the harassment.
AI-driven emotional recognition
SoftBank’s innovative approach leverages AI-driven emotion recognition and voice processing technology to transform the tone of customer voices.
This technology aims to foster positive customer relationships through effective communication while safeguarding the psychological well-being of call center employees.
The company plans to initiate internal and external trials of this technology within the upcoming year. The goal is to ensure that the AI solution is robust and effective before its planned market release in 2026.
Future of customer service
SoftBank’s commitment to employing advanced technology to enhance customer experiences and employee welfare is a testament to its forward-thinking approach in the telecommunications industry.
By integrating AI to manage customer interactions, SoftBank aims to set a new standard in customer service and potentially reduce the stress and mental health issues faced by call center workers.
As the technology undergoes testing and refinement, it represents a significant step towards creating a more supportive and efficient work environment for call center employees and improving the overall customer service experience.