In Japan, SoftBank has introduced an innovative artificial intelligence tool designed to transform how customer service calls are handled. The system can modify, in real time, the tone of aggressive callers, turning shouting or insults into calmer speech without changing the actual message.
The technology was developed in collaboration with the University of Tokyo and trained using thousands of hours of audio to identify different levels of anger. Its main goal is to reduce the psychological impact on workers, who often face high levels of stress.
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Additionally, the system can issue automatic warnings if it detects ongoing abuse and even intervene in prolonged calls. Initial tests have shown a significant reduction in the emotional burden on employees.
What problem does this technology aim to solve?
To reduce the impact of verbal abuse on workers, protecting their mental health without affecting communication with customers.
This advancement shows how artificial intelligence is increasingly being used not only for efficiency, but also to improve employee well-being in demanding environments.
