Hmcomm has launched the VAAP Customer Protection Agent Suite, which uses AI to support telephone response as a measure against customer harassment. It plans to expand the functions to accommodate each company's rules and manuals.
Hmcomm株式会社 announced the launch of the new AI agent suite, “VAAP Customer Protection Agent Suite,” which uses the Voice AI Agent Platform VAAP to support measures against customer harassment in telephone interactions. The initiative is positioned as the third installment of “VAAP通信,” which reports on the social implementation and commercialization progress of the VAAP strategy.
The service is being launched as part of a four-layer structure in which components and templates are recombined using VAAP as the common platform, and AI Agent Suites for specific purposes are applied to each company's operational solutions. The offering covers measures against customer harassment and combines the conversational AI agent Terry2 with VAAP to coordinate activities from detecting signs of harassment through response support and recordkeeping.
The standard configuration consists of 5 Agents. The Reception Agent handles first-line intake, the Detection Agent detects signs, the Warning Agent issues alerts, the Escalation Agent handles escalation, and the Report Agent records and summarizes interactions. Designed as AI that protects employees, the system enables AI to coordinate activities at the front line and complete the workflow.
Going forward, the company plans to expand the Agent Suite for the full range of customer-harassment prevention activities in stages, including the addition of Policy, Alert and Analytics Agents and support for closed network environments using the on-premises VAAP ZBOX.