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 ...

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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 ...

A penny for the thoughts of our thankless call center workers. If these customer support personnel weren’t treated like robots before, in other words, they are now — in a distressingly literal sense.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...