Corporate Call Centers Utilizing Artificial Intelligence to Address Customer Harassment Issues

October 21, 2024

TOKYO – AI in Corporate Call Centers Helping Reduce Employee Burden

As customer harassment becomes a growing concern in corporate call centers, companies are turning to artificial intelligence to assist in handling customer inquiries and reducing the burden on employees.

During a recent demonstration at an exhibition for companies held by NTT Communications Corp. in Tokyo, a generative AI program called tsuzumi analyzed a customer complaint and provided the call center employee with a suggested response. The AI program instantly generated sample answers tailored to fit the conversation’s content and analyzed the customer’s emotions and language to help employees navigate difficult interactions.

NTT Group plans to release tsuzumi to the market before the end of the fiscal year, aiming to provide companies with a tool to improve customer service and support employees in handling challenging situations.

Simulated Training Programs

Interactive Solutions Corp., a Tokyo-based software developer, offers an app that allows employees to practice responding to overbearing customers using generative AI. The app evaluates interactions on a five-point scale and provides feedback for improvement, helping employees build confidence in handling difficult customer interactions.

Fujitsu Ltd. is also developing a service that simulates customer harassment experiences using AI, allowing employees to practice dealing with challenging situations. The service measures employees’ stress levels based on their physiological responses, aiming to launch within fiscal 2025.

Preventing Employee Turnover

Call center employees often face customer harassment, leading to high levels of stress and dissatisfaction. According to a survey by Persol Research and Consulting Co., a significant percentage of workers in customer support roles have experienced harassment, with many expressing feelings of depression and a desire to quit their jobs.

By utilizing AI tools to assist employees in handling customer interactions, companies hope to reduce turnover rates and improve employee satisfaction. However, experts like Professor Masayuki Kiriu emphasize the importance of personal communication in resolving customer dissatisfaction, suggesting that AI should be used as a supplement rather than a replacement for human interaction.

As companies continue to explore the benefits of AI in customer service, finding the right balance between technology and human touch will be crucial in creating positive customer experiences and supporting employee well-being.