Japan Today published a blog post on October 15, reporting that NTT Communications and Softbank are developing AI The system is able to, to helpcustomer serviceDealing with bad customers.This innovation is designed to ease the psychological stress of employees while improving the quality of customer service.
NTT Communications has developed a new AI customer service system that monitors in real time the exchanges between the customer and the customer service after and displays the appropriate response language in front of the customer service's screen.
NTT Communications invited and demonstrated the system to a select group of media, and the AI system displays model phrases that can be explicitly used by customer service if they encounter a bad customer.
The company believes that many customer services struggle to remain calm when receiving strongly worded complaints, and that the system can ease the psychological burden on employees, and that this quick response can help reduce customer anger.
The outlet reports that SoftBank is also working on an AI system that softens the tone of a customer's voice, which is designed to improve the experience of customer-operator interactions, and plans to commercialize the technology by fiscal 2025.
As technology advances, NTT Communications and Softbank's efforts not only provide call center employees with practical tools, but also open up new possibilities for improving the customer service experience. These innovations help employees stay calm in the face of challenges and respond effectively to customer needs.