{"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\/pt\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/","title":{"rendered":"Tecnologia de IA de \"cancelamento de emo\u00e7\u00f5es\" para ajudar os operadores de centros de atendimento telef\u00f3nico"},"content":{"rendered":"

A empresa tecnol\u00f3gica japonesa SoftBank Corp. anunciou que desenvolveu uma tecnologia de altera\u00e7\u00e3o de voz com IA para proteger os funcion\u00e1rios dos centros de atendimento telef\u00f3nico do ass\u00e9dio dos clientes.<\/strong><\/p>\n

Os trabalhadores japoneses do sector dos servi\u00e7os t\u00eam assistido a um aumento do ass\u00e9dio aos clientes, com os operadores dos centros de atendimento a estarem cada vez mais na linha de fogo dos clientes irritados.<\/p>\n

O projeto de \"cancelamento de emo\u00e7\u00f5es\" chamado SoftVoice foi iniciado h\u00e1 tr\u00eas anos por SoftBank<\/a> Toshiyuki Nakatani, depois de ter visto um programa de televis\u00e3o sobre ass\u00e9dio a clientes.<\/p>\n

O sistema, que ser\u00e1 lan\u00e7ado no pr\u00f3ximo ano, detecta quando uma pessoa est\u00e1 zangada e transforma a sua voz num tom mais calmo, sem alterar as suas palavras.<\/p>\n

O objetivo do sistema \u00e9 reduzir a carga psicol\u00f3gica dos operadores dos centros de atendimento telef\u00f3nico enquanto trabalham para resolver o problema do autor da chamada.<\/p>\n

\"\"
O SoftVoice remove a emo\u00e7\u00e3o zangada da voz de quem telefona, mantendo as palavras. Fonte: SoftBank<\/a><\/figcaption><\/figure>\n

O tom e a inflex\u00e3o s\u00e3o suavizados sem perder a inten\u00e7\u00e3o por detr\u00e1s da chamada. O tom grave intimidante da voz de um homem \u00e9 elevado para um tom mais alto para soar mais suave, enquanto a voz aguda de uma mulher \u00e9 baixada para um tom mais baixo para soar menos ressonante.<\/p>\n

Os criadores deixam transparecer emo\u00e7\u00f5es suficientes para que o operador saiba quando est\u00e1 a lidar com um interlocutor irado e possa reagir em conformidade.<\/p>\n

A IA foi treinada utilizando 10.000 dados de voz de dez actores masculinos e femininos contratados para interpretar mais de 100 frases, incluindo gritos e tons de acusa\u00e7\u00e3o zangados.<\/p>\n

A IA j\u00e1 est\u00e1 a substituir os operadores humanos dos centros de atendimento, mas estar\u00e3o eles \u00e0 altura do desafio de navegar pelas complexidades sociais da cultura japonesa?<\/p>\n

Nakatani explicou que \"a IA \u00e9 boa a lidar com reclama\u00e7\u00f5es e pode faz\u00ea-lo durante longas horas, mas o que os clientes zangados querem \u00e9 que um humano lhes pe\u00e7a desculpa\".<\/p>\n

Nakatani disse que espera que o seu sistema de altera\u00e7\u00e3o de voz por IA \"se torne um escudo mental que evite que os operadores sobrecarreguem os seus nervos\".<\/p>\n

Se trabalha num centro de atendimento telef\u00f3nico e acha que esta \u00e9 uma \u00f3ptima ideia, poder\u00e1 ter de esperar um pouco antes de a experimentar, uma vez que, por enquanto, o sistema s\u00f3 funciona em japon\u00eas.<\/p>","protected":false},"excerpt":{"rendered":"

A empresa tecnol\u00f3gica japonesa SoftBank Corp. anunciou que desenvolveu uma tecnologia de altera\u00e7\u00e3o de voz com IA para proteger os funcion\u00e1rios dos centros de atendimento telef\u00f3nico do ass\u00e9dio dos clientes. Os trabalhadores japoneses do sector dos servi\u00e7os t\u00eam assistido a um aumento do ass\u00e9dio dos clientes, com os operadores dos centros de atendimento a estarem cada vez mais na linha de fogo de quem telefona zangado. O projeto de \"cancelamento de emo\u00e7\u00f5es\", denominado SoftVoice, foi iniciado h\u00e1 tr\u00eas anos por Toshiyuki Nakatani, funcion\u00e1rio da SoftBank, depois de ter assistido a um programa de televis\u00e3o sobre o ass\u00e9dio dos clientes. O sistema, que ser\u00e1 lan\u00e7ado no pr\u00f3ximo ano, detecta quando uma pessoa est\u00e1 zangada e transforma a sua voz num tom mais calmo, sem alterar as suas palavras. O objetivo do 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\/pt\/2024\/06\/ai-emotion-canceling-tech-to-help-call-center-operators\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\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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