SoftBank has developed “emotion-canceling” technology powered by AI that alters the voices of angry customers to sound calmer during phone calls with customer service representatives. The project aims to reduce the psychological burden on call center operators suffering from harassment. SoftBank’s AI model analyzes voice samples to recognize and modify vocal characteristics associated with anger and hostility. The technology does not alter the content of the customer’s speech but retains a slight element of audible anger. SoftBank aims to create a safer work environment for call center operators but faces criticism over whether it addresses the root causes of customer anger.
| Signal | Change | 10y horizon | Driving force |
|---|---|---|---|
| SoftBank develops “emotion-canceling” AI technology for phone calls | Filtering emotional reality through voice synthesis | Widespread use of AI to alter emotional tone in customer service | Reducing psychological burden on call center operators |
| SoftBank’s in-house AI model alters pitch and inflection of angry customers’ voices | Reducing aggression in customer interactions | Improved customer service experience with reduced hostility | Protection of employees from customer harassment |
| SoftBank’s AI model retains an element of audible anger to gauge emotional state | AI technology becomes more nuanced and accurate in voice modification | Enhanced ability for operators to assess customer emotions during calls | Addressing the issue of customer harassment |
| Japan’s service sector grapples with customer harassment issue | Exploring ways to protect employees from abuse | Adoption of measures to curb customer harassment in various industries | Need to create safer work environments |
| Call center operators face high levels of stress from customer harassment | Need for effective de-escalation strategies | Development of AI technology to alleviate stress in call center environments | Improving mental health and well-being of call center operators |
| Use of AI to filter emotional reality raises concerns | Treating symptoms instead of addressing root causes | Criticism and debate over the ethics and effectiveness of using voice synthesis to manage emotional customer interactions | Balancing customer satisfaction with addressing underlying issues |
| SoftBank plans to introduce emotion-canceling solution by March 2026 | Introducing AI technology in customer service sector | Integration of emotion-canceling AI technology in call centers and customer service interactions | Improving employee well-being and customer satisfaction |