AI has been helping CX agents in many ways. Now it promises to help them relieve some of the stress of dealing with angry customers. Softbank Group’s telecom arm developed an AI tool which softens the ...

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 ...

I think that if someone yells at a customer service rep, they have the right to hang up. Some people just need to learn to behave. I am a teacher, and have to deal with parents a lot. Most of them are ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. Follow Hasan Chowdhury Every time Hasan publishes a story, you’ll get an alert straight to your inbox!

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

SoftBank Corp. (OTCPK:SOBKY) is planning to use AI to soften the tone of customers' voices to help call center employees, Reuters reported. The Japanese telecom provider intends to start testing the ...

Taking the stress of call centre operators with an AI shield SoftBank has developed AI voice-conversion technology to reduce call centre operators' psychological stress by altering the voices of angry ...