SoftBank SoftVoice: AI Solution for Customer Harassment

TOKYO, Japan – SoftBank Corp (9434.T) announced Monday the release of SoftVoice, an artificial intelligence-based voice conversion system for call centers.

The technology modifies the pitch and inflection of caller voices in real time without changing what is said.

SoftBank developed the system with Shinnosuke Takamichi, an associate professor at the University of Tokyo.

The company tested the system with about 300 participants.

Anger perception ratings decreased from 6.5 to 4.2 on a seven-point scale when audio was processed through the system, a reduction of more than 30 percent, the results showed.

The product arrives ahead of an amendment to Japan's Labor Policy Comprehensive Promotion Act, which takes effect in October and will require employers to adopt measures to protect workers from customer harassment.

SoftVoice integrates with existing telephony infrastructure.

Operators can activate the conversion feature manually and choose from 150 voice patterns.

The system includes real-time voice tone conversion, a three-stage automated warning system for extended calls or verbal abuse that requires manager approval, background noise filtering and call recording.

The service costs JPY 50,000 ($335) per month for 10 user IDs. Additional IDs cost JPY 5,000 each per month. A trial period of up to two months is available.

The system is intended to address employee turnover caused by hostile customer interactions in call centers, the company said.