What is the 'TextPhone' system?

A real-time speech-to-text call system that allows operators to read customer speech on screen, avoiding direct exposure to abusive language.

Is the experience the same for customers?

Yes. Customers speak normally, unaware that their voice is being converted to text for the operator.

Which companies can adopt TextPhone?

Currently in pilot phase, available under special conditions to companies cooperating in harassment prevention data collection.

Why is 'hearing' a problem?

Shouting and aggressive tones cause mental stress beyond the words themselves, leading to burnout and turnover.

When will TextPhone be fully launched?

Pilot programs are ongoing; full rollout will depend on evaluation results.

A New Approach to Customer Harassment Prevention: 'Not Hearing Abusive Language Directly'

Key facts

A New Approach to Customer Harassment Prevention: 'Not Hearing Abusive Language Directly'
Knowledge Flow has launched a pilot program for 'TextPhone,' a real-time speech-to-text call system designed to combat customer harassment (cus-hara) in phone support. Operators can respond without hearing abusive speech directly, while customers experience natural, uninterrupted calls.
Source: PR TIMES
Date: Wed Jun 10 2026 19:30:02 GMT+0900 (Japan Standard Time)

Direct answer

Knowledge Flow has launched a pilot program for 'TextPhone,' a real-time speech-to-text call system designed to combat customer harassment (cus-hara) in phone support. Operators can respond without hearing abusive speech directly, while customers experience natural, uninterrupted calls.

Citation: A New Approach to Customer Harassment Prevention: 'Not Hearing Abusive Language Directly' (Wed Jun 10 2026 19:30:02 GMT+0900 (Japan Standard Time)), PR TIMES
Source: PR TIMES
Date: Wed Jun 10 2026 19:30:02 GMT+0900 (Japan Standard Time)

AI Summary (NQ-processed)

Knowledge Flow has launched a pilot program for 'TextPhone,' a real-time speech-to-text call system designed to combat customer harassment (cus-hara) in phone support. Operators can respond without hearing abusive speech directly, while customers experience natural, uninterrupted calls.

AI Analysis

Frequently Asked Questions

Q: What is the 'TextPhone' system?: A: A real-time speech-to-text call system that allows operators to read customer speech on screen, avoiding direct exposure to abusive language.
Q: Is the experience the same for customers?: A: Yes. Customers speak normally, unaware that their voice is being converted to text for the operator.
Q: Which companies can adopt TextPhone?: A: Currently in pilot phase, available under special conditions to companies cooperating in harassment prevention data collection.
Q: Why is 'hearing' a problem?: A: Shouting and aggressive tones cause mental stress beyond the words themselves, leading to burnout and turnover.
Q: When will TextPhone be fully launched?: A: Pilot programs are ongoing; full rollout will depend on evaluation results.