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SoftBank’s ‘emotion canceling’ AI tones down customers’ anger
(interestingengineering.com)
- Let the customer service representative turn the thing on or off depending on what they want
- Don't try to modify the customer's speech in flight. Just recreate the speech entirely when it crosses a certain emotion threshold. "Now you better listen to me--" (Donald Duck voice kicks in). Guaranteed that dealing with angry customers would become a lot less unpleasant. You just gotta modulate, so that it's funny enough to preserve the call center person's mental health, but not so funny that they can't keep from laughing.