According to a report by Business Insider, SoftBank, a Japanese multinational conglomerate, aims to deploy artificial intelligence (AI) systems in call centers by 2024 to help defuse angry customer complaints. The AI technology, developed by SoftBank’s subsidiary Brightics AI, will analyze the tone and sentiment of customer calls in real-time, alerting human agents when a caller becomes agitated or upset. The system will then suggest appropriate responses to help calm the situation. SoftBank believes this AI-driven approach can improve customer satisfaction, reduce agent stress, and potentially lead to cost savings for call center operations. The technology is expected to be rolled out across various industries, including telecommunications, finance, and retail. However, concerns have been raised about the potential for AI to misinterpret human emotions and the ethical implications of using such systems in customer service interactions.