SoftBank Corp aims to help call centre workers by 'softening' angry customer calls with AI

TOKYO: Dealing with irate customers can be extremely stressful for call centre workers but Japan's SoftBank Corp thinks it has a solution: Artificial intelligence-enabled software that softens the tone of customers' voices.

"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 on Wednesday .

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