1y ago

Softbank plans to cancel out angry customer voices using AI

arstechnica.com

Real-time voice modification tech seeks to reduce stress in call center staff.

Technology @beehaw.org

sabreW4K3 @lazysoci.al

1y ago

Softbank plans to cancel out angry customer voices using AI

arstechnica.com /information-technology/2024/06/new-emotion-canceling-ai-tech-aims-to-shield-call-workers-from-angry-customers/

9 comments

I bet if the bank did not do shit things to its customers it would not have need for this.
- that's true, but usually the bank's policies/systems were not decided upon by the minimum-wage call handler who is being abused down the phone.
What the system should do is if a detects an angry tone, it repeats the customers voice back to them with a slight delay. It is basically impossible to talk like that. It's like a bad phone call. Then once the person stops talking for a bit, it goes back to normal.... I now want to make this system.
I work in the telecom industry in a call center environment. I just saw an addon for the platform we use with this exact capability. I laughed, rolled my eyes & shared it with peers for them to laugh.
I would personally never recommend implementing something that can change the voice of the caller. Without having researched the product at all I will just say I cannot recommend any company install this capability. My primary reason for concern would be if legal proceedings have to go forward, what would stop either side from saying it was AI generated voice and not the actual caller? (Yes, for all I know the call recording may be stored raw.)
- almost certainly the recording would be stored raw
I'd also like to point out that this makes the mechanical "customer service can't help people" problem worse. They'll be all friendly while you're mad as hell. It makes the whole interaction even less genuine. The customer is probably angry because there isn't a human conversation to be had to begin with. I don't know why call center people even put up with that from their own organizations
🧟 "Hello, how may I help you?"
🤖 "Fudging son of a birch. How about you eat chicken and live a long life!"
🧟 "Thank you, but what is the reason for your call?"
🤖 "I really want to keep my account open! This is the sixth time I have called to keep my account open."
🧟 "Ok sir, we will keep your account open. Is there anything else?"
🤖 "What? That is not what I want at all. I love you softbank and want to keep my account open. What is wrong with you geniuses!
Based on the title, I thought it would just bleep out the customer voice. That would certainly not make the customer less angry. 🙃
This is moree appropriate sitting a boring dystopia with this one: https://feddit.nl/post/16883082

9 comments