Japanese technology companies NTT Communications Corp. and SoftBank Corp. are developing an artificial intelligence-powered system to help call center workers deal with abusive customers.
NTT Communications has built a call center support system that can monitor interactions between customers and workers and display examples of appropriate responses on the operator’s screen.
A photo taken in Tokyo on October 9, 2024 shows a demonstration of a prototype system designed by NTT Communications Corporation to help call center employees deal with abusive customers. (Kyodo News)
In a demonstration open to the media, the prototype system provided operators with example responses to customer complaints about telecommunications contracts. After responding to the customer as advised, the operator tagged the response as “No problem.”
The company claims that this system reduces the psychological burden on employees, but many operators find it difficult to maintain their composure when receiving strongly worded complaints.
It is hoped that a quick response will have the effect of alleviating customer anger.
SoftBank is also developing a system that uses AI to soften the tone of customers’ voices when operators answer the phone. The company aims to commercialize the project by 2025.
This incident occurred because in recent years, abusive language by customers, so-called “kasuhara,” has become a social issue in Japan, a country known for its hospitality culture.
Some victims end up quitting their jobs or suffer from mental illness as a result of a variety of actions, from verbal abuse to being forced to apologize on the ground. of companies are now developing guidelines for dealing with abusive customer behavior.
Related coverage:
Tokyo becomes the first city in the nation to pass an ordinance to prevent customer abuse.
Japanese service staff to receive protection from abusive customers
