As abusive customer behaviour, known as "kasu-hara," continues to escalate in Japan, tech giants NTT Communications Corp. and SoftBank Corp. are stepping in with artificial intelligence (AI) solutions designed to protect call-centre employees.
The alarming rise in such incidents, which range from verbal assaults to extreme demands on employees, has prompted these companies to create systems that not only support workers but also aim to improve customer interactions.
NTT Communications has introduced a revolutionary call centre support system capable of monitoring real-time interactions between customers and operators.
During a demonstration on 9 October 2024 in Tokyo, the company showcased its prototype system, which provides operators with tailored examples of appropriate responses displayed directly on their screens.
For instance, when an operator received a complaint regarding a telecom contract, the system suggested a suitable reply.
Following the operator's response, the system tagged it with “No problem,” indicating a positive interaction.
The developers assert that this AI-driven support can significantly alleviate the psychological pressure on call-center employees.
Many workers struggle to maintain composure while facing harsh complaints, leading to mental fatigue and burnout.
The system not only assists operators in delivering measured responses but is also expected to calm irate customers by providing prompt and effective answers.
“Our goal is to reduce the emotional toll on our employees,” a representative from NTT Communications explained during the demonstration.
In a parallel effort, SoftBank is working on an innovative AI system designed to soften the tone of customers' voices when operators respond.
Demonstration of "Emotion Canceling," a technology designed to muffle the voice of a verbally abusive male customer.
This approach seeks to create a more pleasant interaction, potentially mitigating the intensity of customer complaints.
SoftBank aims to commercialise this technology by fiscal 2025, indicating a strong commitment to enhancing the customer service experience while safeguarding employees’ mental well-being.
The phenomenon of "kasu-hara" has emerged as a significant societal issue in Japan, a nation celebrated for its hospitality and customer service.
Instances of abuse have become alarmingly common, with some workers enduring not just verbal tirades but also being compelled to apologise in humiliating manners, such as bowing deeply in deference to upset customers.
This unacceptable behaviour has led many firms, particularly in retail and hospitality, to implement guidelines addressing abusive conduct and establish more supportive environments for employees.
As customer behaviour continues to evolve, the integration of AI into call centres represents a critical step in not just responding to complaints but actively reshaping the interaction landscape.
The initiatives by NTT Communications and SoftBank signify a broader recognition of the need to protect workers from the negative repercussions of a changing customer service dynamic while striving to maintain the integrity of Japan's revered hospitality culture.
Bitcoin surged past $50,000 due to increased institutional investment, driven by the approval of Spot Bitcoin ETFs and positive macroeconomic conditions. While retail participation remains subdued, experts anticipate further growth fueled by regulatory clarity and optimism surrounding the upcoming halving event in April.
JoySouth Korea tightens regulations on crypto exchanges to enhance oversight and consumer protection, aligning with global trends for clearer legal frameworks in the digital asset space. The measures include intensified scrutiny, license renewals, and investigations into alleged violations like OKX's unregistered operation.
JoyBinance founder CZ's sentencing for money laundering charges is postponed to April, stirring speculation. The delay raises questions about potential implications for the cryptocurrency industry amidst heightened regulatory scrutiny.
JoyGoogle's Gemini AI, formerly known as Bard, received upgrades, but users are cautioned against sharing confidential information due to human review processes. Concerns arise over data privacy as Google collects various user data to enhance its AI capabilities.
MiyukiBitcoin's recent surge to $50,000, driven by renewed investor interest and anticipation of the halving event, highlights its resilience and potential for further gains. Investors navigating the volatile crypto landscape should balance optimism surrounding the halving with caution, as reaching new highs remains uncertain amidst market realities.
WeiliangAhead of Bitcoin's upcoming halving, Litecoin's trading volume decreases, raising concerns among investors about its future performance amidst uncertainties. Meanwhile, KangaMoon disrupts the meme coin space with its innovative play-to-earn model, bridging gaming and social-fi elements, presenting a lucrative investment opportunity with its Stage 1 presale price and promising growth potential upon exchange listing in Q2 2024.
AlexDN404, a new NFT standard, challenges ERC-404 with its innovative approach, offering fractional ownership and potential market liquidity improvements. Amidst Ethereum gas fee surges and the rise of ERC-404 exemplified by Pandora's exponential growth, stakeholders must carefully assess the evolving landscape of NFT standards.
MiyukiThe cyber attack on PlayDapp resulted in the theft of $290 million worth of PLA tokens, highlighting vulnerabilities in decentralized gaming platforms. PlayDapp is actively collaborating with authorities to track the stolen tokens and implement measures to prevent further exploitation, while stakeholders grapple with the impact on user confidence and token value.
WeiliangWeb3Auth has integrated Farcaster into its SDKs, enabling users to authenticate via QR code scanning and granting self-custodial wallets for secure transactions. This integration prioritises user control over digital identities and lays the groundwork for future data read and write capabilities within the Farcaster protocol.
JoySingapore's blockchain sector seeks support from Budget 2024 for talent development and regulatory clarity. Stakeholders advocate for incentives to upskill developers and bolster sustainability initiatives while enhancing regulatory resourcing for digital asset businesses.
Joy