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SoftBank Corp. has developed AI voice-conversion technology to alter angry voices into calm ones, reducing stress on call center operators. The technology aims to protect employees from customer harassment by changing the voices of complaining customers to calmer tones. The AI technology softens the pitch and inflection of the voice without changing the wording.
The voice-altering AI learned various expressions, including yelling and accusatory tones, to improve vocal conversions. The company plans to further improve the accuracy of the technology by having AI learn voice data and hopes to sell the technology starting from fiscal 2025. SoftBank Corp. aims to alleviate the burden on call center operators by using AI to handle customer complaints and prevent operators from overstraining their nerves.
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