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Softbank plans to cancel out angry customer voices using AI

Arstechnica · 11m

SoftBank has announced the development of an "emotion-canceling" AI technology that aims to alter the voices of angry customers during phone calls with customer service representatives. The project has been in development for three years and intends to reduce the psychological burden on operators dealing with harassment. SoftBank plans to launch the technology by March 2026. The AI model analyses voice samples to recognize and modify vocal characteristics associated with anger, making the customer's voice sound calmer and less threatening. Critics argue that this approach ignores the root causes of customer anger.