SoftBank tests AI to reduce call centre employee stress

In a bid to alleviate the stress faced by call centre employees dealing with irate customers, SoftBank has unveiled plans for an innovative solution harnessing AI. The technology aims to soften the tone of customers’ voices, potentially transforming the dynamics of customer service interactions.

Scheduled for internal and external testing within the next year, SoftBank aims to commercialise the AI-enabled software by March 2026. The initiative reflects SoftBank’s commitment to enhancing both customer satisfaction and the psychological wellbeing of its workforce.

“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 employees using AI-enabled emotion recognition and voice processing technology,” the Japanese telco giant stated in a statement. “With this solution, we aim for good relationships with customers to be maintained through sound communication while ensuring the psychological welfare of employees.”

The move comes as Japan grapples with the challenges of maintaining its renowned customer service standards while addressing rising concerns over the harassment of employees in the service industry. In recent years, incidents of verbal abuse, intimidation, and even demands for employees to kneel and bow in apology have garnered increased attention.

READ MORE: Customer harassment leaves employees in Japan feeling depressed

A 2024 survey by UA Zensen, a labour union representing employees predominantly in the service and retail sectors, revealed that nearly half of its 33,000 respondents had experienced customer harassment within the past two years. These incidents ranged from verbal abuse and intimidation to demands for grovelling apologies. Over 100 respondents indicated seeking psychiatric help due to the harassment, reported Reuters.