English 
ElevenLab Japan LLC, a global leader in AI voice research and technology, is pleased to announce that it will strengthen its solutions that address customer harassment, a serious social problem in Japan, by utilizing its advanced voice AI technology that enables sophisticated emotional expression, thereby balancing the mental well-being of customer service representatives with improved operational efficiency.
Background: Verbal abuse and structural challenges faced by telephone customer service staff.
Currently, so-called “customer harassment,” including verbal abuse, personal attacks, and excessive demands from customers, is a major problem in customer service settings in Japan. In many cases, customer service staff suffer mental health problems due to this “customer harassment” and are forced to leave their jobs.
Customer harassment should never be tolerated. However, one of the factors contributing to this situation is the “long waiting times” due to the complexity of the system and the “passing the buck due to division of labor.” Customers have a desperate desire to have their issues resolved immediately, but the long waits make them increasingly frustrated, and this creates a vicious cycle where they end up venting their anger on the person they are finally connected with.
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Eleven Lab proposes AI as a “shield” and a redefinition of the role of humans.
In customer support settings, ElevenLab‘s voice AI solves this challenge and transforms the quality of tasks that would otherwise be handled by humans, thanks to the following strengths:
Balancing an unyielding spirit with a warm voice:
Eleven Lab’s AI never gets tired, no matter how harsh the words it’s subjected to. Yet, it can patiently listen to customers with a tone that conveys human warmth, intonation, and empathy, setting it apart from conventional, mechanical voices.
An initial response as an emotional buffer:
Having AI handle initial responses acts as a “breakwater,” protecting the customer service representative from direct verbal abuse. The AI calmly analyzes and summarizes the content without reacting emotionally.
Focusing on solutions that only humans can solve:
AI will handle routine problem-solving and emotional processing, allowing humans to focus solely on “high-level human judgment and truly complex issues that need solving.” This will free employees from arduous emotional labor, enabling them to demonstrate their true value as professionals.
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