{"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\/nl\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/","title":{"rendered":"AI 'emotie-annulering'-technologie om callcenteroperators te helpen"},"content":{"rendered":"<p><strong>Het Japanse techbedrijf SoftBank Corp. heeft aangekondigd dat het een AI-stemveranderende technologie heeft ontwikkeld om callcentermedewerkers te beschermen tegen pesterijen van klanten.<\/strong><\/p>\n<p>Japanse werknemers in de dienstensector hebben een toename gezien in het lastigvallen van klanten, waarbij callcenteroperators steeds vaker het doelwit worden van boze bellers.<\/p>\n<p>Het \"emotie opheffende\" project SoftVoice werd drie jaar geleden gestart door <a href=\"https:\/\/dailyai.com\/nl\/2024\/02\/softbank-ceo-is-planning-a-100b-ai-chip-project\/\">SoftBank<\/a> werknemer Toshiyuki Nakatani na het zien van een tv-programma over intimidatie van klanten.<\/p>\n<p>Het systeem, dat volgend jaar gelanceerd wordt, detecteert wanneer een beller boos is en zet de stem van de beller om in een kalmere toon zonder de woorden te veranderen.<\/p>\n<p>Het doel achter het systeem is om de psychologische belasting van callcenteroperators te verminderen terwijl ze werken aan het oplossen van het probleem van de beller.<\/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 verwijdert boze emoties uit de stem van een beller met behoud van de woorden. Bron: <a href=\"https:\/\/www.softbank.jp\/en\/sbnews\/entry\/20240607_01\" target=\"_blank\" rel=\"noopener\">SoftBank<\/a><\/figcaption><\/figure>\n<p>De toonhoogte en stembuiging worden verzacht zonder de intentie achter de oproep te verliezen. De intimiderende bastoon van een mannenstem wordt verhoogd naar een hogere toonhoogte om zachter te klinken, terwijl de hoge toon van een vrouwenstem wordt verlaagd naar een lagere toon om minder resonant te klinken.<\/p>\n<p>De ontwikkelaars laten net genoeg emotie door zodat de operator weet wanneer hij te maken heeft met een boze beller en daarop kan reageren.<\/p>\n<p>De AI werd getraind met behulp van 10.000 stukjes stemgegevens van tien mannelijke en vrouwelijke acteurs die werden ingehuurd om meer dan 100 zinnen uit te voeren, waaronder schreeuwen en boze beschuldigende tonen.<\/p>\n<p>AI vervangt al menselijke callcenter-operators, maar zijn ze opgewassen tegen de uitdaging van het navigeren door de sociale details van de Japanse cultuur?<\/p>\n<p>Nakatani legt uit dat \"AI goed is in het afhandelen van klachten en dit urenlang kan doen, maar wat boze klanten willen is dat een mens zich bij hen verontschuldigt.\"<\/p>\n<p>Nakatani zei dat hij hoopt dat zijn AI-stemveranderingssysteem \"een mentaal schild wordt dat voorkomt dat operators hun zenuwen overbelasten\".<\/p>\n<p>Als je in een callcenter werkt en denkt dat dit een geweldig idee is, moet je misschien nog even wachten voordat je het uitprobeert, omdat het systeem voorlopig alleen in het Japans werkt.<\/p>","protected":false},"excerpt":{"rendered":"<p>Het Japanse technologiebedrijf SoftBank Corp. heeft aangekondigd dat het een AI-technologie heeft ontwikkeld om callcentermedewerkers te beschermen tegen pesterijen van klanten. Japanse werknemers in de dienstensector hebben een toename gezien in het lastigvallen van klanten, met callcenteroperators die steeds vaker in de vuurlinie van boze bellers staan. Het \"emotie-annulerings\"-project SoftVoice werd drie jaar geleden gestart door SoftBank-medewerker Toshiyuki Nakatani na het zien van een tv-programma over klantenintimidatie. Het systeem, dat volgend jaar gelanceerd zal worden, detecteert wanneer een beller boos is en verandert de stem van de beller in een kalmere toon zonder de woorden te veranderen. Het doel achter het systeem<\/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\/nl\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\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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