Softbank unveils AI to alleviate customer harassment of call center staff by softening angry customer voices during calls

[Redaktion]

Softbank has unveiled an AI to alleviate customer harassment of call center staff by softening angry customer voices during calls. The AI automatically replaces threatening, angry, and abusive-sounding speech with a gentler, calmer version. This technology helps protect the mental state of call center staff under ever stricter employee work regulations.

https://www.notebookcheck.net/Softbank-unveils-AI-to-alleviate-customer-harassment-of-call-center-staff-by-softening-angry-customer-voices-during-calls.843913.0.html

[vertigo]

Not saying it's ok to go off on a low-level CSR, but it's telling that their answer is to do this as opposed to, I don't know, maybe changing policies in order to create less problems for customers that are going to make them so mad to begin with.

[Julian M]

Not saying it's ok to go off on a low-level CSR, but it's telling that their answer is to do this as opposed to, I don't know, maybe changing policies in order to create less problems for customers that are going to make them so mad to begin with.

Banks and big companies are tired of training new staff over and over because turnover is high in these crap jobs.

We all understand why these jobs are crappy, angry customers lashing out are never easy to handle, but ultimately it's because corporate directives from above are causing dissatisfaction.

It's much easier (and cheaper in the short term) to spend millions on a voice-softening piece of software than fixing what is causing dissatisfaction in the first place.

[vertigo]

Not saying it's ok to go off on a low-level CSR, but it's telling that their answer is to do this as opposed to, I don't know, maybe changing policies in order to create less problems for customers that are going to make them so mad to begin with.

Banks and big companies are tired of training new staff over and over because turnover is high in these crap jobs.

We all understand why these jobs are crappy, angry customers lashing out are never easy to handle, but ultimately it's because corporate directives from above are causing dissatisfaction.

It's much easier (and cheaper in the short term) to spend millions on a voice-softening piece of software than fixing what is causing dissatisfaction in the first place.

Right, and that's my point. Companies almost always take the easier/cheaper route instead of the better one. Also, is this software going to remove specific words that would be offensive as well? Because I can calmly call somewhat a ****ing piece of **** and it's still likely to cause them discomfort/anxiety/stress/etc. And where to draw the line, as far as what words to remove. And even if they're bleeped out, some/many people will likely be ground down over time. Point being, how effective will this really be, and wouldn't that money be better spent just improving things so there are less issues to being with?