Co-Creation Program to Use Generative AI in Contact Centers "The GenAI Co-Creation Lab."

VISION
Vision of the GenAI Co-Creation Lab.

Ascertaining the boundary of the areas which should be handled by humans and the areas which can be entrusted to AI

We started verifying the use of Microsoft Japan Co., Ltd. and Google Cloud’s generative AI technologies in contact center operations in June 2023. We processed some data of actual interactions which took place in contact centers. We then used those generative AI models to verify what kind of performance we could produce in actual operations.

We quantified performance through verification from various angles including summarizing call logs, generating FAQs, unearthing customer feedback and generating talk scripts. Quantifying performance allowed us to visualize the strengths of each generative AI model and the balance with the costs. We could then grasp what we can and can’t do now with generative AI and what it seems we will and won’t be able to do in the future with the technology.

We will work together in this project with companies in various positions considering the use of generative AI, partner companies with the technology to realize the use of generative AI in those positions and everyone involved in contact center operations. We will pool the wisdom and experience of those parties to explore specific ways of using generative AI in contact centers and to ascertain the boundary of the areas which should be handled by humans and the areas which can be entrusted to AI. These efforts will produce generative AI which can be satisfactorily used in contact center operations.

We established the GenAI Co-Creation Lab. for this purpose.

What Can Be Realized by the GenAI Co-Creation Lab.

Amid a proliferation of information on generative AI, when we asked companies about the technology, they said things like, “We are interested in generative AI, but we don’t know where to start with it or what would be the best tool for us.”

BELLSYSTEM24, which has operated contact center for many years, will consider various ways of using generative AI together with our partner companies in the GenAI Co-Creation Lab. For example, we will look to find the best system for the contact centers of companies considering using generative AI from among an extensive range of options, to improve the accuracy of generative AI by using the operator training methods we have cultivated in the past and to process information into data which can be used in the marketing field. Beyond that, we will aim for contact center hybridization and then contact center automation.

Taking a cue from our image of contact centers using generative AI in the near future as envisioned by all the participating companies, we will provide a range of services to suit the issues and needs of user companies. These services will include the selection of optimal AI models, quick introduction verification of generative AI based on actual data and project composition toward full-scale introduction of the technology. We want to present a concrete process to achieve the goals of user companies together with them.

The feedback of end users which expresses their needs always contains hints for developing products and improving services.

The GenAI Co-Creation Lab, will turn that feedback into the strengths of companies.

SERVICE
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MERIT
Services and Merits

SERVICE
Services

The GenAI Co-Creation Lab. offers a step-up partnership plan catering to the user company’s stage of consideration and their individual needs. We formulate the optimal project according to the current usage stage and goals of user companies. This way of doing things allows us to gradually solve the issues of introducing generative AI in contact centers that would be difficult for one company to do alone. Furthermore, in addition to study sessions and workshops to share information on demonstration experiments which use real data and to look at global advanced cases, we will also promote initiatives with a view to developing new collaborative services using generative AI in the medium- to long-term.

We have extensive knowledge of contact centers. Accordingly, BELLSYSTEM24 will serve as a hub to work on realizing new contact centers by visualizing the issues of user companies. We will do this work together with the best partner companies such as technology companies (generative AI development), system integrator companies (system development) and data marketing companies.