bodyType

customContents

entityId

entityUuid

articlePageQuery

filter

article

articleBaseAdvertisingInfoArticle

articleListArticle

articleSeoArticle

helpersCheckIsPostiesArticle

hooksArticleAcknowledgementGateOverlayArticle

hooksTrackPageViewArticle

hooksContentInterestArticle

articleLinkingDataContent

articleSchemaContent

liveArticle

advertZone

sentiment

contentLock

topics

types

sections

moreOnThisArticles

urlAlias

commentCount

authorLocations

authors

paywallTypes

corrections

sponsorType

displaySlideShow

multimediaEmbed

printHeadline

seriesContainer

socialHeadline

headline

flag

firstTopic

glossary

flattenTypeIds

publishedDate

additionalInfoBoxes

images

image

relatedLinks

relatedNewsletters

__typename

createdDate

sponsor

factSheets

seriesReverseOrder

series

disableOffPlatformContent

published

updatedDate

summary

subHeadline

body

keywords

readingTime

customTimezone

liveContents

Zoey Zhang

A company in Japan has turned to artificial intelligence (AI) technology to train staff how to deal with demanding customers.
The move is aimed at boosting the adaptability of staff and enhancing their ability to cope with stress.
Constant exposure to high-pressure customer interactions has left many employees in the telephone service industry overworked, resulting in persistent labour shortages.
The technology company Interactive-Solutions has recently created iRolePlay, a ChatGPT-powered AI tool that trains customer service staff using simulated conversations.
ChatGPT, developed by OpenAI and launched in 2022, enables lifelike dialogue and smart text responses.
Tokyo Television reported that iRolePlay can simulate a range of customer personalities to provide training for customer service personnel.

The iRolePlay can create and deliver conversational training sessions in 30 minutes.
In one training session, a female volunteer handled an AI-simulated complaint about a computer not connecting to the internet.
The AI customer, powered by iRolePlay, began with frustration: “I have told you so many times, my computer just will not connect!”
The volunteer responded calmly, suggesting: “Could you please try restarting the device?” At which point, the AI customer responded angrily: “I’ve already tried that, and it did not work!”
When the volunteer patiently recommended restarting the router, the AI’s tone shifted: “Oh, OK, it’s connected now.”
One of the company’s researchers, Kiyoshi Sekine, said that the AI training will help new employees practise handling emotional or unexpected situations calmly before starting their roles.
“Experiencing difficult customers through AI prepares new hires while reducing confusion and stress in real-life scenarios,” he said.
A supporter of iRolePlay praised it as a technological breakthrough: “AI can sometimes be trickier to deal with than humans, which makes it great for training employees.”
One online observer said: “Working conditions for customer service staff are far worse than people think. Some customers just want to vent their anger and make staff their targets.”
A recent survey revealed that almost half of Japan’s service industry workers have faced customer rage, including unreasonable demands, verbal abuse, violence, and social media harassment.

Japan media outlet Asahi Shimbun reported a case in which a Tokyo supermarket assistant manager handled a phone complaint about spoiled tofu.
After a home visit, the employee found that the tofu had been bought two weeks earlier, well past its short shelf life.
Despite remaining polite to avoid upsetting the shopper, the employee was still ordered to prostrate himself and apologise.
AI technology is increasingly being adopted by companies across Japan.
In July, the Japanese supermarket chain AEON introduced an AI system to evaluate and standardise employee smiles.
In April, a Tokyo start-up launched an AI tool to predict employee turnover intentions by analysing data such as attendance records and interview details.


Chinese hurdler Wu Yanni slammed on social media for ‘Photoshopped’ images on Weibo

Playful China cat sends resignation letter, loses owner job, Thai dog brings home bomb

Anger as Korea coffee chain tells staff to call boss before family in event of plane crash

Crime-themed attractions like Hong Kong ICAC cafe grow in popularity among tourists

Viral stories

Japan firm uses AI to train new staff in handling difficult customers, coping with stress

A company in Japan is using artificial intelligence technology to train new staff on the finer points of customer service. Photo: SCMP composite/Shutterstock

The technology uses artificial intelligence to create simulated customer conversations. Photo: QQ.com

The company hopes simulated conversations with “angry” customers will prepare staff for difficult situations. Photo: QQ.com

Shock as China vice-principal’s affair with ex-pupil exposed amid US$96,000 loan row

A school vice-principal in China has sparked public outrage after her extramarital affair with a former pupil 10 years her junior was exposed online. Photo: SCMP composite/Shutterstock/Weibo

Local education chiefs have reassigned the school vice-principal following an investigation. Photo: QQ.com

The vice-principal, in pink coat, has yet to respond to the allegations against her. Photo: QQ.com

High-heeled China son struts stuff like supermodel to raise cash for mum’s cancer treatment

A live streamer from rural China has become the beating heart of his home village, and atrracted a massive online following, by wearing high heels to make fun videos which challenge traditional stereotypes.
Photo: SCMP composite/Douyin

Cheng Zhongkun’s high-heeled escapades have captured the imagination of his fellow villagers, and hundreds of thousands of people on social media. Photo: CCTV

Cheng’s live streaming videos are fun-packed and have been embraced by young and old alike in his home village. Photo: CCTV

Man in India dies after swallowing live chick to cure infertility in ritual mishap

Local villagers believe that superstitions might have prompted the man to swallow the live chick. Photo: SCMP composite/Shutterstock

In India, having children is regarded as an essential aspect of cultural customs and many couples go to great lengths to achieve this goal. Photo: Shutterstock

A happy couple of newlyweds stand hand in hand, with the Indian groom dressed in a white Sherwani and a red turban, and the stunning bride in a red lehenga. Photo: Shutterstock

China Yiche ethnic minority, known for open relationships, earliest wearers of mini-shorts

China’s Yiche ethnic minority women are known for open relationships, and  are believed to be the earliest wearers of mini-shorts in the country. Photo: SCMP composite/Shutterstock/Sina

Yiche ethnic minority women dance to show of their strong legs which denote farming prowess and physical strength. Photo: Sina

Yiche women of all ages adopt a interesting attitude to open relationships. Photo: Sina

Yiche ethnic minority men and women chat in a field. If the women agree, the men can touch their breasts. Photo: Sina

Taiwan son scams online scammers to get back US$21,000 father loses to crooks

A son in Taiwan has turned the tables on a online scam gang by devising a cunning plan to get back the cash they took from his father. Photo: SCMP composite/Shutterstock

The son became suspicious when his father complained about his online investments. Photo: Shutterstock

The online racketeers were taken in by the son’s cunning, role-playing plan. Photo: Shutterstock

News

People & Culture

Technology offers rookie customer service staff chance to hone pacification skills on non-humans before being posted to frontline


Technology offers rookie customer service staff chance to hone pacification skills on non-humans before being posted to frontline.


Japan

Artificial intelligence