{"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\/it\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/","title":{"rendered":"La tecnologia di \"annullamento delle emozioni\" dell'intelligenza artificiale per aiutare gli operatori dei call center"},"content":{"rendered":"

L'azienda tecnologica giapponese SoftBank Corp. ha annunciato di aver sviluppato una tecnologia di alterazione vocale AI per proteggere i dipendenti dei call center dalle molestie dei clienti.<\/strong><\/p>\n

I lavoratori giapponesi del settore dei servizi hanno assistito a un aumento delle molestie da parte dei clienti, con gli operatori dei call center sempre pi\u00f9 nel mirino dei chiamanti arrabbiati.<\/p>\n

Il progetto di \"annullamento delle emozioni\" chiamato SoftVoice \u00e8 stato avviato tre anni fa da SoftBank<\/a> Toshiyuki Nakatani dopo aver visto un programma televisivo sulle molestie ai clienti.<\/p>\n

Il sistema, il cui lancio \u00e8 previsto per l'anno prossimo, rileva quando un chiamante \u00e8 arrabbiato e trasforma la sua voce in un tono pi\u00f9 calmo, senza cambiare le parole.<\/p>\n

L'obiettivo del sistema \u00e8 ridurre il carico psicologico degli operatori del call center mentre lavorano per risolvere il problema del chiamante.<\/p>\n

\"\"
SoftVoice rimuove le emozioni di rabbia dalla voce di chi chiama, mantenendo le parole. Fonte: SoftBank<\/a><\/figcaption><\/figure>\n

L'intonazione e l'inflessione sono ammorbidite senza perdere l'intento della chiamata. Il tono basso e intimidatorio della voce dell'uomo viene alzato per sembrare pi\u00f9 morbido, mentre la voce acuta della donna viene abbassata per sembrare meno risonante.<\/p>\n

Gli sviluppatori lasciano trapelare un'emozione appena sufficiente, in modo che l'operatore sappia quando ha a che fare con un chiamante irato e possa reagire di conseguenza.<\/p>\n

L'intelligenza artificiale \u00e8 stata addestrata utilizzando 10.000 dati vocali di dieci attori uomini e donne ingaggiati per interpretare pi\u00f9 di 100 frasi, tra cui urla e toni accusatori arrabbiati.<\/p>\n

L'intelligenza artificiale sta gi\u00e0 sostituendo gli operatori umani dei call center, ma sono all'altezza di navigare nelle complessit\u00e0 sociali della cultura giapponese?<\/p>\n

Nakatani ha spiegato che \"l'intelligenza artificiale \u00e8 brava a gestire i reclami e pu\u00f2 farlo per molte ore, ma ci\u00f2 che i clienti arrabbiati vogliono \u00e8 che un umano si scusi con loro\".<\/p>\n

Nakatani ha detto di sperare che il suo sistema di alterazione vocale dell'intelligenza artificiale \"diventi uno scudo mentale che impedisca agli operatori di sforzare eccessivamente i nervi\".<\/p>\n

Se lavorate in un call center e pensate che questa sia una grande idea, dovrete aspettare un po' prima di provarla, perch\u00e9 per ora il sistema funziona solo in giapponese.<\/p>","protected":false},"excerpt":{"rendered":"

La societ\u00e0 tecnologica giapponese SoftBank Corp. ha annunciato di aver sviluppato una tecnologia di alterazione vocale AI per proteggere i dipendenti dei call center dalle molestie dei clienti. I lavoratori dell'industria dei servizi giapponese hanno assistito a un aumento delle molestie da parte dei clienti, con gli operatori dei call center sempre pi\u00f9 sulla linea di tiro di chi chiama arrabbiato. Il progetto di \"cancellazione delle emozioni\", chiamato SoftVoice, \u00e8 stato avviato tre anni fa da Toshiyuki Nakatani, dipendente di SoftBank, dopo aver visto un programma televisivo sulle molestie dei clienti. Il sistema, il cui lancio \u00e8 previsto per l'anno prossimo, rileva quando un chiamante \u00e8 arrabbiato e trasforma la sua voce in un tono pi\u00f9 calmo, senza cambiare le parole. L'obiettivo del sistema<\/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":"\nAI \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\/it\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/\" \/>\n<meta property=\"og:locale\" content=\"it_IT\" \/>\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. 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