Navigating Customer Anger: How AI is Transforming Contact Center Interactions

Handling angry customers is a challenging task that every contact center must face. With issues like short staffing, long wait times, and misfiring self-service deployments exacerbating the problem, it’s no wonder that customer dissatisfaction is on the rise. According to a recent survey, 43 percent of US customers admitted to yelling or raising their voices to express displeasure about their most serious problems, showing the urgency of finding effective solutions.

While AI was once touted as the solution to many customer service woes, it has not proven as effective in addressing the root causes of customer anger. Despite expectations of headcount reductions due to AI, customer service leaders are realizing that AI-driven self-service and workflow automations may not be enough to combat customer dissatisfaction.

However, contact centers are now turning to AI-powered voice filters to tackle the problem head-on. SoftBank Corp, a Japanese telecoms giant, is testing AI software that softens the tone of irate customers, aiming to reduce stress levels for service agents and improve customer retention. By blending voice processing technology and AI-enabled emotion recognition, SoftBank hopes to maintain good relationships with customers while ensuring the psychological welfare of its workers.

While there may be concerns about agents misjudging customer tone or lacking empathy, testing will help identify and address these issues. If successful, SoftBank plans to commercialize the solution within the next few years, potentially revolutionizing the way contact centers handle angry customers.

This innovative approach is not unique to SoftBank, as many contact centers have already leveraged AI to modify voice conversations. By modifying agents’ voices with AI to sound as if they are speaking with non-accented American English, contact centers aim to eliminate potential biases that could fuel negative emotions like anger. The results speak for themselves, with some companies reporting a significant decrease in agent turnover rates and abuse.

In a world where voice remains the number one customer contact channel, these AI-powered voice applications may be the most impactful ally for agents. While AI is often associated with bots and automation, these applications show the potential for AI to revolutionize the way contact centers handle customer interactions.

As contact centers continue to evolve and adapt to meet the needs of their customers, AI-powered voice filters offer a promising solution to the age-old problem of handling angry customers. By leveraging technology to improve communication and reduce stress for both agents and customers, contact centers can create a more positive and productive environment for all involved.