Japanese Tech Companies Use AI to Combat Abusive Customer Behavior in Call Centers
NTT Communications and SoftBank develop AI-driven systems to support call-center workers and improve customer interactions
Japanese tech giants NTT Communications and SoftBank are leveraging artificial intelligence (AI) to assist call-center workers in handling abusive customers. NTT Communications has developed a system that monitors conversations and provides operators with suitable responses to customer complaints. During a demonstration, the AI-guided system displayed response suggestions to reduce employee stress and calm aggressive customers.
SoftBank is also developing AI technology aimed at softening the tone of customer voices during calls. This system, expected to launch by 2025, aims to ease tension during customer interactions, addressing the growing issue of "kasu-hara" or abusive behavior by customers, which has become a major concern in Japan's hospitality sector.
These AI-driven solutions are designed to reduce psychological pressure on call-center employees and improve the overall customer service experience.
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SoftBank is also developing AI technology aimed at softening the tone of customer voices during calls. This system, expected to launch by 2025, aims to ease tension during customer interactions, addressing the growing issue of "kasu-hara" or abusive behavior by customers, which has become a major concern in Japan's hospitality sector.
These AI-driven solutions are designed to reduce psychological pressure on call-center employees and improve the overall customer service experience.
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