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 ...

I'll be curious to see how effective pitch shifting the voice is if the content and inflection remains the same. I wouldn't be surprised if there is some benefit given how tone of voice can grate ...

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If you have ever worked in customer service, you probably know that some customers can be really rude. You also probably know ...

A penny for the thoughts of our thankless call center workers. If these customer support personnel weren’t treated like robots before, in other words, they are now — in a distressingly literal sense.