科技英語(yǔ)：軟銀利用AI解救直面憤怒的客服人員

對(duì)呼叫中心工作人員的投訴聽(tīng)起來(lái)不那么憤怒了，他們要感謝人工智能。

SoftBank Corp, the telecoms arm of the Japanese conglomerate led by billionaire Masayoshi Son, is apparently preparing to test AI software that softens the tone of furious callers in a bid to reduce the stress faced by customer service workers.
由億萬(wàn)富翁孫正義（Masayoshi Son）領(lǐng)導(dǎo)的日本企業(yè)集團(tuán)的電信部門軟銀公司（SoftBank Corp）顯然正準(zhǔn)備測(cè)試人工智能軟件，該軟件可以軟化憤怒來(lái)電者的語(yǔ)氣，以減輕客戶服務(wù)人員面臨的壓力。

The company, one of Japan's largest telecoms operators, said it's seeking to test the technology both internally and externally with a view to commercialization in 2026, per comments first reported by Reuters.
根據(jù)路透社首次報(bào)道的評(píng)論，該公司是日本最大的電信運(yùn)營(yíng)商之一，該公司表示正在尋求在內(nèi)部和外部測(cè)試該技術(shù)，以期在2026年實(shí)現(xiàn)商業(yè)化。

"We are working on the development of a solution that can convert the customer's voice into a calm conversational tone and deliver it to our workers using AI-enabled emotion recognition and voice processing technology," SoftBank said.
軟銀表示：“我們正在努力開(kāi)發(fā)一種解決方案，該解決方案可以將客戶的聲音轉(zhuǎn)換為平靜的對(duì)話語(yǔ)氣，并使用支持人工智能的情感識(shí)別和語(yǔ)音處理技術(shù)將其傳遞給我們的員工。

"With this solution, we aim to maintain good relationships with customers through sound communication while ensuring the psychological welfare of our workers."
“通過(guò)這個(gè)解決方案，我們的目標(biāo)是通過(guò)良好的溝通與客戶保持良好的關(guān)系，同時(shí)確保我們工人的心理健康。”

The developments are likely to be welcomed news for call center workers. Since the release of ChatGPT, there has been rising fears a that AI could displace customer service jobs.
對(duì)于呼叫中心工作人員來(lái)說(shuō)，這些發(fā)展可能是個(gè)好消息。自 ChatGPT 發(fā)布以來(lái)，人們?cè)絹?lái)越擔(dān)心人工智能可能會(huì)取代客戶服務(wù)工作。

Those fears have escalated following the unveiling this week of OpenAI's new model, GPT-4o. Thanks to its voice feature and ability to "reason across audio, vision, and text in real time," GPT-4o offers more humanlike interactions with users.
在本周 OpenAI 的新模型 GPT-4o 發(fā)布后，這些擔(dān)憂升級(jí)了。由于其語(yǔ)音功能和“實(shí)時(shí)推理音頻、視覺(jué)和文本”的能力，GPT-4o 提供了與用戶更像人類的互動(dòng)。

But the prospect that AI could turn a shouty rant into a more serene interaction will reinforce the belief of those who believe AI is more likely to improve the lot of workers, rather than steal their jobs.
但是，人工智能可以將大聲咆哮變成更平靜的互動(dòng)，這將加強(qiáng)那些認(rèn)為人工智能更有可能改善工人命運(yùn)而不是搶走他們的工作的人的信念。

SoftBank, which is making a fresh effort to invest in AI initiatives, says on its website that it sees AI as a path to a "happier future for all."
軟銀（SoftBank）正在重新努力投資人工智能計(jì)劃，該公司在其網(wǎng)站上表示，它將人工智能視為通往“所有人更幸福的未來(lái)”的途徑。

Call center workers will feel happier if they're no longer on the wrong end of a rant.
如果呼叫中心工作人員不再處于咆哮的錯(cuò)誤一端，他們會(huì)感到更快樂(lè)。