[joecot]

> According to the company, the biggest burdens on operators are hearing abusive language and being trapped in long conversations with customers who will not get off the line—such as when making persistent requests for apologies.

> Nakatani said, “AI is good at handling complaints and can do so for long hours, but what angry customers want is for a human to apologize to them.”

An aside: is this something people really call up call centers for, for an apology? If I'm calling it's because I need something, or something is wrong and I need it fixed. I don't need a random call center person to apologize on behalf of a corporation. I just need my thing resolved.