Dealing with angry customers — whether face-to-face at a resort or through heated emails and social media posts — can be one of the most intimidating parts of hospitality and customer service. Yet, it ...

AI has been helping CX agents in many ways. Now it promises to help them relieve some of the stress of dealing with angry customers. Softbank Group’s telecom arm developed an AI tool which softens the ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

TOKYO >> Dealing with irate customers can be extremely stressful for call centre workers but Japan’s SoftBank Corp thinks it has a solution: artificial intelligence-enabled software that softens the ...

An angry customer was caught on camera throwing coffee at a McDonald's worker — and now she may face criminal charges.

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Taking the stress of call centre operators with an AI shield SoftBank has developed AI voice-conversion technology to reduce call centre operators' psychological stress by altering the voices of angry ...