TapTechNews May 16 news, for customer service personnel in a company, dealing with customers who call in angrily may bring great work pressure. According to Reuters and JapanTimes, SoftBank Corporation provided a new solution for this on Wednesday: using artificial intelligence technology to soften the tone of customers.
SoftBank plans to start internal and external testing of this technology next year and commercialize it by the end of March 2026. It is introduced that this solution can convert customers' voices into a calm conversational tone and use artificial intelligence emotion recognition and speech processing technology to convey customers' demands to employees.
SoftBank mentioned that this solution can ensure good communication with customers and maintain good relationships with them while ensuring the psychological health of employees.
In SoftBank's hometown Japan, the issue of harassment of service industry professionals is increasingly attracting attention, and the local government is also working on legislation. According to a survey data from UAZensen this year, about half of the 33,000 surveyed service industry workers said they had been harassed by customers in the past two years, including insults or threats.
According to previous reports by TapTechNews, SoftBank plans to invest 150 billion yen by 2025 (TapTechNews note: approximately 69.75 billion RMB), accelerating the development of AI large models.
In 2023, SoftBank made a 20 billion yen investment in generative AI computing infrastructure. With this additional investment, the total investment scale will set a record for Japanese companies.