transcosmos, the largest call-center operator, is introducing AI operators. The AI is equipped with a “read the room” function that allows it to pause and wait through periods of silence, and implementation is scheduled by the fiscal year ending March 2027 at approximately 200 call centers operated under contract by the company.
transcosmos, a major call-center operator, is reportedly beginning to use AI operators powered by artificial intelligence. This is expected to increase the number of cases in which AI handles certain customer-service operations as a substitute for human operators. The article focuses not only on AI’s ability to respond accurately to customers’ questions, but also on its handling of pauses, such as waiting through silence while a customer is speaking.
The company has announced plans to implement the technology during the fiscal year ending March 2027 at approximately 200 call centers it operates under contract. The specific number of centers and the timing may change depending on progress under the plan.
The article also reports that competitor Bell System 24 has technology that enables AI to handle calls in a manner similar to human operators, indicating that the introduction of AI-based automated customer service is expected to advance across the industry.
The factors behind the introduction of AI operators include strengthening 24-hour service, standardizing service quality and reducing costs. However, the article does not discuss specific benefits or the scale of investment.