SoftBank Develops AI to Calm Angry Customer Calls

The new technology aims to reduce stress for call center employees by altering the tone of aggressive callers.

SoftBank's emotion-canceling AI modifies the intonation of angry customers without changing their words.
The technology is designed to create a calmer interaction, protecting the mental health of call center staff.
Currently, the AI only works in Japanese, but there are plans to expand its capabilities.
The AI has been trained using over 10,000 voice samples to recognize and adjust hostile vocal characteristics.
SoftBank aims to launch the technology by March 2026, seeking to improve the work environment for its employees.