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 ...

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 ...

Working at a retail counter means following rules you didn’t make, but customers don’t always see it that way. A customer was furious when told she needed an ID for her money order, and her anger just ...

Alas, this is easier said than done. When someone comes to you with a problem, they can be angry, stubborn, mercurial, and—let’s be honest—extremely frustrating. Some of this just comes with 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, ...

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 ...

I'll be curious to see how effective pitch shifting the voice is if the content and inflection remains the same. I wouldn't be surprised if there is some benefit given how tone of voice can grate ...

Handling hundreds of customers a day can be overwhelming, but nothing prepares someone for false accusations. One young retail employee faced a flurry of false accusations from a furious client who ...