In a move straight out of a futuristic sitcom, Japanese companies are now using AI to transform the voices of furious customers into soft, pleasant tones. Gone are the days of agents bracing themselves for verbal explosions; now, even the most volcanic outbursts will sound like bedtime stories.
The Magical “Anger Suppression” Button
Picture this: A customer screams, “I’m going to post online that you’re the worst company ever!” But instead of panicking, the call center agent hears something like, “I have some concern about your services.” Thanks to Softbank’s new AI tool, the rage is swapped for calmness so effortlessly, you’d think it was a Spa playlist.
Using a database of 10,000 vocal recordings, the AI detects angry tones, removes the sting, and replaces them with voices so calm, you’d forget the customer was mad at all. According to Softbank, this reduces perceived aggression by 37%. Because nothing says “We care” like turning a scream into a whisper.
Protecting Agents, One Edited Call at a Time
Listening to complaints all day is hard work, and companies argue this is about protecting the emotional health of their employees. “It’s not easy hearing someone yell at you for eight hours straight,” said Toshiyuki Nakatani, head of Softbank’s project. And hey, if this tech can make daily meltdowns sound like polite tea-time chats, who’s complaining? (Well, besides the original angry customer, of course.)
The Rise of Digital Diplomacy
The problem of *kasuhara* (customer harassment) has been growing in Japan, so companies are pulling out all the stops to tackle it. AI tools now not only soften voices but also provide real-time transcripts to flag abusive language. Some even offer training simulations where employees practice handling rude “customers” played by, you guessed it, robots. Who needs drama school when you’ve got AI playing the villain?
Customer Rage, Rebranded
For customers, this might feel a little surreal. Imagine pouring your heart—and your anger—into a phone call, only to have your frustration delivered to the agent as sweet as honey. Your complaints might still be unresolved, but at least you sound cheerful about it. Progress?
The Future of Friendly Frustration
While the tech is impressive, it raises an important question: Are we solving problems or just making them sound prettier? Sure, it’s great to protect employees, but maybe addressing why customers are so angry in the first place would be a good start.
Still, in a world of never-ending phone menus and on hold music, at least now you can be sure that even your angriest rant will sound like poetry.
Based from an article from Japan daily Nihon Keizai Shimbun