On May 15, SoftBank announced that it is developing a technology that uses AI to convert a customer’s voice into a calmer tone. The company is conducting R&D and verification with the aim of commercializing the technology by the end of fiscal year 2025 for use in call center call-handling operations.
Behind this research and development is the “customer harassment” that is rampant in Japan.
What is customer harassment?
In Japan, “Customer harrassment” refers to unreasonable claims, words, or actions by a customer against a company or its employees. Specifically, demands that have no basis in fact, have no legal basis, or are made in a violent or insulting manner constitute harassment.
Sometimes called “kasuhara” for short.
