The technology, which is part of a study on “emotion canceling” launched three years ago, is expected to act as a "mental shield" for operators. However, it is not intended to replace human operators entirely, as customers often want a human to apologize. SoftBank plans to improve the technology's accuracy by having AI learn more voice data and aims to sell the technology starting from fiscal 2025.
Key takeaways:
- SoftBank Corp has developed an AI technology that can alter angry voices into calm ones to protect call center operators from customer harassment.
- The voice-altering AI was trained with over 10,000 pieces of voice data and can change the pitch and inflection of the voice without altering the wording.
- If the AI determines that a conversation is too long or abusive, it can send out a warning message to terminate the service.
- SoftBank plans to improve the accuracy of the technology by having AI learn more voice data and aims to sell the technology starting from fiscal 2025.