Woman wearing a headset sitting at a desk, looking stressed with her hand on her face, while other employees work at computers in the background.

SoftBank’s innovative “emotion-canceling” AI technology, known as SoftVoice, is set to revolutionize call centers by neutralizing angry voices. This advancement promises to enhance customer service experiences while significantly reducing stress for call center employees.

SoftVoice is an AI-powered tool designed to alter the tone of customers’ voices, making them sound calmer to call center workers. Addressing the pervasive challenge of managing irate callers, SoftVoice modifies the perceived tone, thereby creating a more manageable and less stressful environment for call center staff.

The development of SoftVoice involved extensive training with over 10,000 pieces of voice data and the participation of 10 actors to refine its capabilities. The AI detects angry tones and softens them, though it retains a slight hint of frustration to ensure that the call center agent can appropriately respond to the caller’s emotional state. SoftBank’s goal is to lighten the psychological burden on call center operators, enhancing their ability to provide high-quality service without being overwhelmed by negative interactions.

The user interface of SoftVoice is straightforward, featuring a simple On/Off toggle and options to select a feminine or masculine-sounding voice. SoftBank plans to make this “emotion-canceling” solution commercially available by the end of March 2026, with potential access for call center staff as early as next year.

Call center environments can be notoriously stressful, and this technology represents a significant step toward improving working conditions. A survey conducted by UA Zensen, a labor union for service and retail industry workers, revealed that nearly half of the 33,000 respondents reported experiencing harassment from customers, including verbal abuse and intimidation, within the past two years. The implementation of AI tools like SoftVoice could play a crucial role in mitigating these negative experiences and supporting the mental health of call center employees.

SoftBank’s initiative reflects a broader trend towards integrating AI to enhance operational efficiencies and employee well-being. By implementing SoftVoice, call centers can expect not only improved employee morale but also increased customer satisfaction due to more effective and empathetic communication.

However, the introduction of SoftVoice raises important considerations regarding customer awareness and consent. It remains unclear if callers will be informed that their voices may be processed and altered by AI. Maintaining transparency in this regard will be critical in sustaining trust between customers and service providers.

In conclusion, SoftVoice exemplifies the transformative potential of AI technology in customer service. By addressing the emotional aspect of customer calls, SoftBank is paving the way for more effective and empathetic communication in the service industry. This innovative approach promises to set new standards in customer service, improving both the customer experience and the working conditions of call center employees.

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