Japan launches AI service to filter offensive language during phone calls.

Customer service representatives often face immense pressure from frustrated customers. To address this issue, telecommunications giant SoftBank Corp. has introduced a new service that uses artificial intelligence to soothe angry customer voices in real time.

 

The system is designed to transform harsh or shouting voices into calmer tones before they reach call center operators. The goal of this solution is to reduce psychological stress on employees while ensuring that legitimate customer complaints are fully received.

AI adjusts the tone but doesn't change the content.

This technology was developed in collaboration with researchers from the University of Tokyo. Unlike conventional speech editing systems, AI does not change the content of the client's speech but only adjusts how the sound is delivered.

During processing, the system analyzes the audio signal in real time and removes elements that express anger, such as shouting, snarling, or an overly harsh tone of voice. The content of the conversation remains intact.

To achieve this capability, the AI ​​model was trained on over 60,000 hours of audio data, encompassing a wide range of emotions—from mild annoyance to intense screaming.

According to a SoftBank representative, in practice it is very difficult to draw a clear line between a legitimate complaint and employee harassment. Therefore, the effective approach is to eliminate the stressful element in the tone of voice while preserving the content of the exchange.

 

In addition to its voice-soothing function, the AI ​​service is also equipped with several operational support mechanisms. If a call lasts too long or the caller continues to use offensive language, the system can automatically issue a formal warning via a recorded message instead of a staff member.

According to SoftBank's initial trials, this technology helps reduce the psychological stress on call center employees by more than 30%.

The problem of 'customer harassment'

The emergence of this service is linked to a social issue of growing concern in Japan: the phenomenon of 'Kasuhara'—an abbreviation for 'customer harassment', which refers to harassing behavior from customers.

For decades, service culture in Japan has been strongly influenced by the concept of 'okyakusama wa kamisama,' meaning 'the customer is always right.' This philosophy compels service staff to maintain the utmost politeness, even when faced with disrespectful behavior.

However, the power imbalance in this relationship can sometimes put employees under significant pressure, especially in environments like customer service call centers.

According to a 2024 survey by the UA Zensen union, approximately 47% of service industry employees reported experiencing harassment from customers within the past two years.

In the call center industry, prolonged psychological stress also leads to high turnover rates, as many employees face emotional dissonance—a state of exhaustion caused by suppressing natural reactions to abusive language.

According to experts, SoftBank's voice filtering technology reflects a new trend in human resource management: businesses are increasingly considering the mental health of their employees as a crucial factor for operational efficiency.

In a service industry heavily reliant on direct customer interaction, tools like these can help strike a balance between protecting employees and maintaining high-quality customer service.