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

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sabreW4K3@lazysoci.al
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Nath@aussie.zone
36 points

The biggest problem I see with this is the scenario where calls are recorded. They’re recorded in case we hit a “he said, she said” scenario. If some issue were to be escalated as far as a courtroom, the value of the recording to the business is greatly diminished.

Even if the words the call agent gets are 100% verbatim, a lawyer can easily argue that a significant percentage of the message is in tone of voice. If that’s lost and the agent misses a nuance of the customer’s intent, they’ll have a solid case against the business.

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Sneezycat@sopuli.xyz
5 points

I see no problem: they can record the original call and postprocess it with AI live for the operators. The recordings would be the original audio.

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geissi@feddit.de
11 points

Besides providing verbatim records of who said what, there is a second can of worms in forming any sort of binding agreement if the two sides of the agreement are having two different conversations.

I think this is what the part about the missed nuance means.

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