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In a context where customer relations occupy an increasingly central place within companies, certain Japanese companies have innovated by integratingartificial intelligence to strengthen the customer experience. This technology aims to moderate telephone interactions by transforming the voice of dissatisfied customers in a way that makes their exchanges more pleasant and productive. Faced with the potential aggressiveness that employees may encounter, the approach technological set up by Softbank, a Japanese leader in telecommunications, offers a filter anti-emotions efficient. By leveraging complex voice data, this unique AI softens threatening sounds, contributing to a calmer and safer work environment.
In a context where customer satisfaction is essential, Japanese companies are showing innovation by using artificial intelligence to appease unhappy customers during telephone interactions. Thanks to advanced technologies, such as those developed by SoftBank, it is now possible to transform tense exchanges into harmonious communications. This article explores how this technological innovation is implemented and the benefits it brings.
Artificial Intelligence: a Solution to Control Customer Aggression
In Japanese society, where customers demand high-quality service, some can become vocal when they do not receive what they want. In order to protect employees in the face of these delicate situations, more and more companies are resorting to the use ofartificial intelligence. This technology makes it possible to modulate and transform the aggressive voice of customers, thus making their interactions more serene.
SoftBank’s Technological Innovation for Improved Customer Service
SoftBank, one of the major players in the telecommunications field in Japan, has developed an AI-based technology capable of “removing anger” during telephone interactions. This system modifies the tone of a voice in real time to remove negative elements, and thus promote a clear understanding of the complaints made.
Operation and Training of the AI
Drawing on more than 10,000 voice recordings, theAI developed by SoftBank is able to distinguish the emotional characteristics of a speech. In collaboration with researchers from the University of Tokyo, this innovative project teaches how to synthesize and soften voices, through training based on a variety of male and female voices in different environments.
Impact of AI on Call Centers and Employee Protection
The deployment of this technology in call centers is planned by the end of 2025. Thanks to this technological advance, employees are better protected from aggressive confrontations, which should reduce stress related to their work. This process not only improves the customer experience, but also creates a healthier work environment.
A Promising Future for Customer Relations in Japan
Japan, by adopting these cutting-edge technologies, is positioning itself as a pioneer in optimizing customer relations via artificial intelligence. In addition to controlling emotions via voice modulation, these digital innovations make it possible to place a customer culture at the heart of the company, combining respect and efficiency in daily communications.
