Contact Center and Business Process Reform Support for Local Government DX

「We launched sales of a new service that introduces AI solutions at local-government inquiry desks and supports operations through to contact center management. The service combines “Zoom Contact Center,” a cloud-based contact center provided by ZVC JAPAN株式会社, the Japanese subsidiary of Zoom Communications Inc., with “Zoom Virtual Agent,” a conversational AI chatbot that responds automatically 24 hours a day, providing end-to-end support for the transformation of local governments into AI-enabled contact centers. While supporting scenario design and initiative implementation to improve resident satisfaction, the service analyzes call data and chatbot interactions to build a system that leads to operational improvements, thereby contributing to the continuous enhancement of response quality, greater operational efficiency for local governments and work-style reforms for their employees. We aim to implement the service in 20 local governments by the end of March 2031.」

「This service combines Zoom Contact Center, a cloud-based contact center provided by ZVC JAPAN Corporation, the Japanese subsidiary of Zoom Communications Inc. of the United States, with Zoom Virtual Agent, a conversational AI chatbot that provides automated responses 24 hours a day, to support municipalities in transforming their contact centers into AI contact centers on an end-to-end basis.」

「To further expand new resident-contact services supporting municipal DX, the company entered into an agreement with Kamakura City, Kanagawa Prefecture, on a “Call Center Demonstration Project for Telephone Response Operations” and began a demonstration project handling telephone inquiries from residents and others to verify its effectiveness in improving resident convenience and employee productivity.」

「The company entered into a business partnership agreement with Blueship Co., Ltd., which provides a broad range of support services for municipalities, including DX for administrative procedures, to develop and expand new resident-contact services supporting municipal DX. Through joint development and provision of services, the two companies aim to generate ¥3 billion in sales in fiscal 2026. By combining their respective strengths, they will develop and provide services that address the challenges and concerns of municipalities and contribute to municipal DX.」

「Together with Blueship Co., Ltd., the company established the “Fujisawa City Contact Center” to realize a digital city hall for Fujisawa City, Kanagawa Prefecture, and began operations on 1 October 2023.」

「During the six-month period under review, as part of its efforts to promote municipal DX, the company supported the establishment of the “Fujisawa City Contact Center” together with Blueship Co., Ltd. to realize a digital city hall for Fujisawa City, Kanagawa Prefecture, and will begin operations on 1 October 2023. Going forward, it will provide a wide range of services, including business transformation support based on expertise cultivated through more than 250 contact centers and back-office operations for municipalities, the introduction of advanced solutions such as AI and speech recognition, and support for developing DX talent, thereby promoting initiatives to improve services for residents of diverse backgrounds and enhance employee productivity in other municipalities.」