Partial implementation of the next-generation contact center during fiscal 2025
First written in FY2025. 2 of 3 entries say "Advanced", first in FY2026. Latest entry: 2026-07-08.
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- 2026-07-08AdvancedEarnings presentation materials
「Knowledge Generator: already launched / SherpyTM: expected to launch in October / Voice AI automated response: scheduled to begin in spring 2027」
For the Hybrid Operation Loop aimed at next-generation contact centers, the company presented the launch of Knowledge Generator, the expected launch of SherpyTM, and the planned start of voice-AI automated responses. - FY2026AdvancedAnnual report
「We completed development of “Knowledge Generator,” the first solution created by extracting part of the process from “Hybrid Operation Loop,” a contact center automation solution under development through the activities of Generative AI Co-Creation Lab.」
To achieve the target of partially implementing the next-generation contact centre during FY2025, the company has completed development of Knowledge Generator, the first initiative under the Hybrid Operation Loop, and is conducting pilot tests with several companies. - FY2025First statedAnnual report
「Since 2024, the group has been developing a “next-generation contact centre” by establishing a specialised department dedicated to the introduction and operation of AI technologies, and aims to implement it in some operations during FY2025.」
The company first explicitly stated its target of implementing the next-generation contact centre in some operations during FY2025, after establishing a specialised AI department. Generative AI will respond automatically, with operators answering only in cases that are difficult to handle.