Through its partnership with AI Storm and NTS, Aurora Mobile’s GPTBots.ai will conduct a field trial of Human-Led AI, a human-centered AI operating model, at contact centers in Japan. Drawing on NTS’s 38 years of experience, the companies will test an operating model that cycles through training, real-time support and post-call evaluations.
Aurora Mobile announced that it will work with NTS, a wholly owned subsidiary of AI Storm, to deploy its enterprise AI agent platform GPTBots.ai and validate its use in call centers in the Japanese market. The initiative aims to begin implementing and validating Human-Led AI in NTS’s operational environment.
GPTBots.ai presents a model that cycles through three functions. During training, AI recreates cases through role-play to support new-hire education. During real-time customer support, AI combines questions with context to provide guidance. In post-interaction reviews, it automatically summarizes calls, extracts important information and analyzes quality. By connecting these functions, the model converts frontline experience into a reusable asset.
Drawing on more than 38 years of call-center operating experience, NTS aims to create a system that conveys veterans’ judgment and know-how throughout the organization, rather than leaving them dependent on individuals. By introducing Human-Led AI, which supports rather than replaces human judgment, the company seeks to improve consistency in customer-support quality and overall service standards.
The project is moving forward with comments from the founder and CEO of GPTBots.ai. Against the backdrop of labor shortages in Japan’s service sector, the companies plan to validate an approach in which AI supports frontline development and quality improvement. They also plan to expand the use of AI in training, real-time customer support and quality analysis.