AI may soon take the anger out of complaints to call centers

• Call center workers might not have to deal with angry customers for too much longer.
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• SoftBank plans on using AI to make angry calls sound less aggressive.
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• The Japanese firm is seeking to turn a customer's voice "into a calm conversational tone" with AI.

Complaints to call center workers are about to sound a lot less angry, and they have artificial intelligence to thank.

SoftBank Corp, the telecoms arm of the Japanese conglomerate led by billionaire Masayoshi Son, is apparently preparing to test AI software that softens the tone of furious callers in a bid to reduce the stress faced by customer service workers.

The company, one of Japan's largest telecoms operators, said it's seeking to test the technology both internally and externally with a view to commercialization in 2026, per comments first reported by Reuters.

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