In Japan, there has been a notable increase in abusive customer behavior, leading to severe consequences for workers, including mental health issues and even suicides. Companies like 7-Eleven and Ito-Yokado are beginning to implement measures against customer harassment as part of a broader response to this troubling trend. The Tokyo Metropolitan Assembly approved a customer harassment ordinance in October 2024, which will take effect in April 2025, outlining shopper responsibilities and aiming to create a safer environment for employees [d54161a0].
The rise in customer harassment, known as 'kasuhara,' has prompted 28% of companies to report incidents of aggressive behavior from customers. In response, firms are increasingly turning to artificial intelligence (AI) to manage these interactions. SoftBank has developed an 'anger suppression' feature designed to soften aggressive voices during calls, with plans for commercialization by the end of 2025. This AI was trained on over 10,000 voice samples, resulting in a 37% decrease in perceived aggression [88951752].
Additionally, nearly 40% of workers report feeling depressed due to harassment, prompting major call centers to update their anti-harassment rules as of March 2024. Fujitsu has created a training tool that simulates kasuhara scenarios for employee training, helping staff better prepare for difficult customer interactions. Kaname Murasaki emphasizes the need for companies to prioritize employee welfare over unreasonable customer demands, highlighting the importance of creating a supportive work environment [d54161a0].
As AI continues to evolve, its role in customer service is expected to grow, offering companies innovative solutions to improve both customer satisfaction and employee experiences. This development aligns with Japan's broader push for digitalization and AI integration across various sectors, including the tech industry, as highlighted by recent investments from firms like Microsoft and SoftBank in AI technologies [60dbed51] [f0d026c9].
In light of these changes, Takashimaya has established guidelines for customer behavior, reflecting a growing recognition among retailers of the need to address customer abuse proactively. The combination of legislative measures and technological advancements signals a significant shift in how companies in Japan are responding to the challenges posed by aggressive customer behavior [d54161a0].