Call center workers might not have to deal with angry customers for too much longer. SoftBank plans on using AI to make angry calls sound less aggressive. The Japanese firm is seeking to turn a ...

Japanese telecommunications giant SoftBank recently announced that it has been developing “emotion-canceling” technology powered by AI that will alter the voices of angry customers to sound calmer ...

With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

In a bid to make working in a call center less stressful, Japanese telecom company and investment firm SoftBank is developing what it calls an “emotion-canceling” tool to make unhappy callers sound ...

One of the toughest aspects of working in a call center is dealing with customers who, for whatever reason, refuse to behave in accordance with the fact that the representative on the other end of the ...

AI-powered contact centers automate tasks and boost efficiency, leading to higher customer satisfaction and better agent support — key to staying competitive. Customer satisfaction and loyalty are ...

I'll be curious to see how effective pitch shifting the voice is if the content and inflection remains the same. I wouldn't be surprised if there is some benefit given how tone of voice can grate ...

"At the end of the day, the mental health of our associates is key to the success of the customer experience," says Jason O'Dell, vice president for voice services at First Horizon Bank. Call center ...

When a small business starts missing calls, the first fix can seem obvious. Hire help. But before you compare top-rated call ...