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Softbank plans to cancel out angry customer voices using AI (arstechnica.com)

submitted 4 months ago by [email protected] to c/[email protected]

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[–] [email protected] 7 points 4 months ago* (last edited 4 months ago)

This seems like it might work really well. We've evolved to be social creatures, and internalizing the emotions of others is literally baked into our DNA (mirror neurons), so filtering out the emotional "noise" from customers seems, to me, like a brilliant way to improve the working conditions for call centre workers.

It's not like you can't also tell the emotional tone of the caller based on the words they're saying, and the call centre employees will know that voices are being changed.

Also, I'm not so sure about reporting on anonymous Redditor comments as the basis for journalism. I know why it's done, but I'd rather hear what a trained psychologist has to say about this, y'know?