SoftBank Develops AI Filter for Customer Aggression

June 24, 2024

SoftBank, a Japanese technology company, is developing an artificial intelligence (AI) filter designed to identify and soften angry customer voices, reducing the negative impact on customer service staff’s mental health. The technology was published by SoftBank on April 15 and is expected to be used in 2025. In Japan, where customer service staff are traditionally expected to be servile, this innovation aims to improve working conditions and reduce harassment. This technology has received widespread support and is seen as a step towards creating a healthier work environment for customer service staff.