{"id":12929,"date":"2024-06-17T09:17:36","date_gmt":"2024-06-17T09:17:36","guid":{"rendered":"https:\/\/dailyai.com\/?p=12929"},"modified":"2024-06-17T09:17:36","modified_gmt":"2024-06-17T09:17:36","slug":"ai-emotion-canceling-tech-to-help-call-center-operators","status":"publish","type":"post","link":"https:\/\/dailyai.com\/fr\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/","title":{"rendered":"Une technologie d'annulation des \u00e9motions par l'IA pour aider les op\u00e9rateurs des centres d'appel"},"content":{"rendered":"<p><strong>L'entreprise technologique japonaise SoftBank Corp. a annonc\u00e9 qu'elle avait mis au point une technologie d'alt\u00e9ration de la voix par l'IA pour prot\u00e9ger les employ\u00e9s des centres d'appel contre le harc\u00e8lement des clients.<\/strong><\/p>\n<p>Les travailleurs du secteur des services japonais ont constat\u00e9 une augmentation du harc\u00e8lement de la part des clients, les op\u00e9rateurs des centres d'appels \u00e9tant de plus en plus souvent dans la ligne de mire des appelants en col\u00e8re.<\/p>\n<p>Le projet \"d'annulation des \u00e9motions\" appel\u00e9 SoftVoice a \u00e9t\u00e9 lanc\u00e9 il y a trois ans par <a href=\"https:\/\/dailyai.com\/fr\/2024\/02\/softbank-ceo-is-planning-a-100b-ai-chip-project\/\">SoftBank<\/a> Toshiyuki Nakatani apr\u00e8s avoir regard\u00e9 une \u00e9mission de t\u00e9l\u00e9vision sur le harc\u00e8lement des clients.<\/p>\n<p>Le syst\u00e8me, dont le lancement est pr\u00e9vu pour l'ann\u00e9e prochaine, d\u00e9tecte si un appelant est en col\u00e8re et transforme la voix de l'appelant en un ton plus calme, sans pour autant modifier ses paroles.<\/p>\n<p>L'objectif de ce syst\u00e8me est de r\u00e9duire la charge psychologique des op\u00e9rateurs des centres d'appel pendant qu'ils s'efforcent de r\u00e9soudre le probl\u00e8me de l'appelant.<\/p>\n<figure id=\"attachment_12931\" aria-describedby=\"caption-attachment-12931\" style=\"width: 960px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-12931 size-full\" src=\"https:\/\/dailyai.com\/wp-content\/uploads\/2024\/06\/SoftVoice.jpg\" alt=\"\" width=\"960\" height=\"360\" srcset=\"https:\/\/dailyai.com\/wp-content\/uploads\/2024\/06\/SoftVoice.jpg 960w, https:\/\/dailyai.com\/wp-content\/uploads\/2024\/06\/SoftVoice-300x113.jpg 300w, https:\/\/dailyai.com\/wp-content\/uploads\/2024\/06\/SoftVoice-768x288.jpg 768w, https:\/\/dailyai.com\/wp-content\/uploads\/2024\/06\/SoftVoice-18x7.jpg 18w, https:\/\/dailyai.com\/wp-content\/uploads\/2024\/06\/SoftVoice-60x23.jpg 60w\" sizes=\"auto, (max-width: 960px) 100vw, 960px\" \/><figcaption id=\"caption-attachment-12931\" class=\"wp-caption-text\">SoftVoice supprime les \u00e9motions de col\u00e8re de la voix de l'appelant tout en conservant les mots. Source : <a href=\"https:\/\/www.softbank.jp\/en\/sbnews\/entry\/20240607_01\" target=\"_blank\" rel=\"noopener\">SoftBank<\/a><\/figcaption><\/figure>\n<p>Le ton et l'inflexion sont adoucis sans perdre l'intention qui sous-tend l'appel. Le ton grave et intimidant de la voix d'un homme est relev\u00e9 pour para\u00eetre plus doux, tandis que la voix aigu\u00eb d'une femme est abaiss\u00e9e pour para\u00eetre moins r\u00e9sonnante.<\/p>\n<p>Les d\u00e9veloppeurs laissent transpara\u00eetre juste assez d'\u00e9motions pour que l'op\u00e9rateur sache s'il a affaire \u00e0 un appelant irrit\u00e9 et puisse r\u00e9agir en cons\u00e9quence.<\/p>\n<p>L'IA a \u00e9t\u00e9 entra\u00een\u00e9e \u00e0 l'aide de 10 000 donn\u00e9es vocales provenant de dix acteurs masculins et f\u00e9minins engag\u00e9s pour interpr\u00e9ter plus de 100 phrases, y compris des cris et des tonalit\u00e9s d'accusation en col\u00e8re.<\/p>\n<p>L'IA remplace d\u00e9j\u00e0 les op\u00e9rateurs des centres d'appels humains, mais sont-ils \u00e0 la hauteur pour naviguer dans les m\u00e9andres sociaux de la culture japonaise ?<\/p>\n<p>Nakatani explique que \"l'IA est dou\u00e9e pour traiter les plaintes et peut le faire pendant de longues heures, mais ce que veulent les clients en col\u00e8re, c'est qu'un humain s'excuse aupr\u00e8s d'eux\".<\/p>\n<p>M. Nakatani esp\u00e8re que son syst\u00e8me de modification de la voix par l'IA \"deviendra un bouclier mental qui emp\u00eachera les op\u00e9rateurs de trop solliciter leurs nerfs\".<\/p>\n<p>Si vous travaillez dans un centre d'appel et que vous pensez que c'est une bonne id\u00e9e, vous devrez peut-\u00eatre attendre un peu avant de l'essayer car le syst\u00e8me ne fonctionne qu'en japonais pour l'instant.<\/p>","protected":false},"excerpt":{"rendered":"<p>L'entreprise technologique japonaise SoftBank Corp. a annonc\u00e9 qu'elle avait mis au point une technologie d'alt\u00e9ration de la voix par l'IA pour prot\u00e9ger les employ\u00e9s des centres d'appel contre le harc\u00e8lement des clients. Les travailleurs du secteur des services japonais ont constat\u00e9 une augmentation du harc\u00e8lement de la part des clients, les op\u00e9rateurs des centres d'appels se trouvant de plus en plus souvent dans la ligne de mire d'appelants en col\u00e8re. Le projet d'\"annulation des \u00e9motions\" appel\u00e9 SoftVoice a \u00e9t\u00e9 lanc\u00e9 il y a trois ans par Toshiyuki Nakatani, employ\u00e9 de SoftBank, apr\u00e8s avoir regard\u00e9 une \u00e9mission de t\u00e9l\u00e9vision sur le harc\u00e8lement des clients. Le syst\u00e8me, dont le lancement est pr\u00e9vu pour l'ann\u00e9e prochaine, d\u00e9tecte la col\u00e8re d'un appelant et transforme sa voix en un ton plus calme, sans pour autant modifier ses paroles. L'objectif du syst\u00e8me<\/p>","protected":false},"author":6,"featured_media":12932,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[84],"tags":[150,392],"class_list":["post-12929","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry","tag-ai-benefits","tag-japan"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>AI \u2018emotion canceling\u2019 tech to help call center operators | DailyAI<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dailyai.com\/fr\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI \u2018emotion canceling\u2019 tech to help call center operators | DailyAI\" \/>\n<meta property=\"og:description\" content=\"Japanese tech company SoftBank Corp. announced that it developed an AI voice-altering technology to protect call center employees from customer harassment. Japanese service industry workers have seen an increase in customer harassment, with call center operators increasingly in the firing line of angry callers. The \u201cemotion canceling\u201d project called SoftVoice was started three years ago by SoftBank employee Toshiyuki Nakatani after watching a TV program about customer harassment. The system, set to launch next year, detects when a caller is angry and transforms the caller\u2019s voice into a calmer tone while not changing their words. The goal behind the system\" \/>\n<meta property=\"og:url\" content=\"https:\/\/dailyai.com\/fr\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/\" \/>\n<meta property=\"og:site_name\" content=\"DailyAI\" \/>\n<meta property=\"article:published_time\" content=\"2024-06-17T09:17:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/dailyai.com\/wp-content\/uploads\/2024\/06\/Japanese-AI-tech-for-call-centers.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1792\" \/>\n\t<meta property=\"og:image:height\" content=\"1024\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Eugene van der Watt\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@DailyAIOfficial\" \/>\n<meta name=\"twitter:site\" content=\"@DailyAIOfficial\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Eugene van 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