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Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

SoftBank Corp. (OTCPK:SOBKY) is planning to use AI to soften the tone of customers' voices to help call center employees, Reuters reported. The Japanese telecom provider intends to start testing the ...

I think that if someone yells at a customer service rep, they have the right to hang up. Some people just need to learn to behave. I am a teacher, and have to deal with parents a lot. Most of them are ...

AI has been helping CX agents in many ways. Now it promises to help them relieve some of the stress of dealing with angry customers. Softbank Group’s telecom arm developed an AI tool which softens the ...

Taking the stress of call centre operators with an AI shield SoftBank has developed AI voice-conversion technology to reduce call centre operators' psychological stress by altering the voices of angry ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

If you go to a restaurant and the waiter asks, “How’s it going?” do you respond with your life story, or do you respond with a polite, “fine” or something along those lines? In today’s story, one ...