Japan applies AI to train service staff when dealing with difficult customers

A company in Japan recently used artificial intelligence (AI) technology to train employees how to deal with difficult customers. (Source: Shutterstock)

The constant need to interact with a wide range of customers has left employees in Japan’s telephone service industry overworked, leading to a persistent labor shortage. Technology company Interactive-Solutions recently created iRolePlay, an AI-powered tool that supports ChatGPT, which trains customer service agents through simulated conversations.

ChatGPT, developed by OpenAI and launching in 2022, is capable of lifelike dialogue and intelligent text responses.

Tokyo TV reported that iRolePlay can simulate various customer personalities, helping to effectively train customer service staff.

iRolePlay can create and deliver 30-minute conversational training sessions. In one session, a female volunteer handled a simulated AI complaint about a computer not connecting to the internet.

The AI ​​client, supported by iRolePlay, started with frustration: “I told you so many times, my computer can't connect!” The volunteer calmly replied, suggesting: “Can you try restarting the device?” At that point, the AI ​​client angrily replied: “I tried it and it didn't work!”.

When the patient volunteer suggested rebooting the router, the AI's tone changed: “Oh, ok, it's connected now.”

One of the company’s researchers, Kiyoshi Sekine, said the AI ​​training program will help new employees practice handling unexpected emotional situations calmly before starting work. “Experiencing difficult customers through AI helps prepare new hires and reduces confusion and stress in real-life situations,” he said.

iRolePlay supporters hail it as a technological breakthrough: “AI can sometimes be more difficult to deal with than humans, which makes it great for training employees.”

Technology uses AI to create simulated conversations with customers. (Source: QQ.com)

“The working conditions for customer service staff are much worse than people think,” said one online observer. “Some customers have a habit of using service staff as a scapegoat.”

A recent survey also found that nearly half of Japanese service industry workers have faced customer rage, including unreasonable demands, verbal abuse, violence and social media harassment.

With its outstanding benefits, AI technology is increasingly being widely applied by Japanese companies. In July, Japanese supermarket chain AEON introduced an AI system to evaluate and standardize employee smiles.

In April 2024, a Tokyo-based startup also launched an AI tool that can predict employees' intentions to quit by analyzing data such as attendance records and details of interviews on online platforms.