Artificial Intelligence (AI) is becoming increasingly essential in various industries, from back-office operations to everyday life through AI-powered devices. Whether it's answering customer queries via chatbots or handling automated phone calls, AI is everywhere. Now, AI is being used in a novel way—simulating angry customers to train customer service staff on how to remain calm when dealing with rude or irate callers.

According to the Daily Star, scientists have developed a foul-mouthed robot designed to help customer service teams navigate difficult interactions. This AI-driven tool can express anger, shout, and even use swear words, providing a realistic training environment for employees. Created by US-based companies Furhat Robotics and audEERING, the robot is dubbed a "social robot" due to its ability to understand and respond to vocal cues.

What makes this robot unique is its ability to detect emotional tones such as frustration, sarcasm, or anger, and respond in a lifelike manner. Louis Simeonidis, business development manager at Furhat Robotics, explained that the goal is for the robot to interact with users as naturally as a human would: “If we’ve done our job right, you should be able to engage with the robot like you would with a friend, and it should communicate back just like a person would.”

Florian Eyben, founder of audEERING, added, “We can understand sarcasm and irony, and recognize that mood influences the way things are said.”

The robot's capabilities were demonstrated at the Voice & AI Conference in Washington, DC, where a technology expert had to "calm it down" after the robot simulated an angry, difficult conversation.

Why train with an angry AI? Handling frustrated customers is one of the toughest aspects of customer service. This AI-powered tool offers a controlled environment for training staff to stay patient, composed, and professional, even in the most intense situations. By simulating real-world scenarios, the angry robot helps workers prepare for challenging encounters, boosting their confidence and improving overall customer service.