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NTT's AI-Powered Contact Center

TOKYO, Jul 18 (News On Japan) - As concerns over labor shortages and customer harassment grow, NTT Communications has announced the development of a next-generation contact center utilizing domestic generative AI known for its strong Japanese language processing capabilities.

The AI will be implemented in text tools such as chat services and will assist operators in providing optimal responses during phone interactions.

The introduction of this AI is expected to reduce the handling time per customer, improve productivity, and minimize waiting times, thereby helping to prevent customer harassment.

Since the AI will be hosted on NTT Group’s private cloud, it ensures the secure storage of personal information. This feature makes it particularly appealing to industries requiring high security, such as finance. NTT aims to implement this technology in approximately 100 companies by the end of 2027.

Source: ANN

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