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

submitted 4 months ago by BrikoX@lemmy.zip to c/technology@lemmy.zip

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Real-time voice modification tech seeks to reduce stress in call center staff.

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[–] Concave1142@lemmy.world 10 points 4 months ago (1 children)

I work in the telecom industry in a call center environment. I just saw an addon for the platform we use with this exact capability. I laughed, rolled my eyes & shared it with peers for them to laugh.

I would personally never recommend implementing something that can change the voice of the caller. Without having researched the product at all I will just say I cannot recommend any company install this capability. My primary reason for concern would be if legal proceedings have to go forward, what would stop either side from saying it was AI generated voice and not the actual caller? (Yes, for all I know the call recording may be stored raw.)

[–] match@pawb.social 1 points 4 months ago

almost certainly the recording would be stored raw