AI Avatars Help Reduce the Burden of Customer Service Work and Improve Customer Service Quality!

NTT QONOQ and CTC start collaboration on conversational customer service solutions using AI avatars

Aug 20, 2024 NTT QONOQ Corporation
ITOCHU Techno-Solutions Corporation

ITOCHU Techno-Solutions Corporation (headquartered in Minato-ku, Tokyo; Tatsushi Shingu, President and CEO; hereinafter “CTC”) and NTT QONOQ Corporation (headquartered in Chiyoda-ku, Tokyo; Maruyama Seiji, President and Chief Executive Officer; hereinafter “QONOQ”) today began collaborating to provide a customer service system for dialogue with AI avatars.

By combining QONOQ 's AI avatar solution with CTC's conversational AI Hub platform, we aim to provide a customer service system that reduces the burden on customer service operations and improves customer service quality at our customer companies. The system is scheduled to be available by the end of fiscal year 2024.

1. Background of the collaboration

In recent years, chatbots and AI-based automated response services have been attracting attention in the service industry and other face-to-face customer service sectors to address labor shortages and improve operational efficiency. However, in order to properly respond to diverse inquiries and unexpected questions, specialized tuning and service development according to requirements are needed.

Through this collaboration, the two companies will develop a new customer service system for dialogue with AI avatars by combining QONOQ 's AI avatar solution "NTT XR Concierge" with CTC's conversational AI Hub platform "Benefitter."

"What is NTT XR Concierge?"

NTT XR Concierge is an AI customer service solution in which AI avatars provide voice and text responses to questions given through the form of voice or screen-touch. For inquiries that are difficult to answer, the system can switch to a manned response without leaving the avatar screen. In addition to multilingual support, the solution has functions to customize the avatar and logo design, leading to a superior customer service experience and cost savings. It can also be integrated with generative AI.

Customer service by AI avatar (home screen)

Customer service by AI avatar (home screen)

Customer service by AI avatar (service explanation)

Customer service by AI avatar (service explanation)

For inquiries that are difficult to answer, switching to a manned response without leaving the avatar screen

For inquiries that are difficult to answer, switching to a manned response without leaving the avatar screen

"What is Benefitter?"

Benefitter is an interactive AI Hub platform that enables the development of advanced AI assistants in a short time. Its visually clear interface enables non-programming chatbot development. It is also easy to integrate with various types of AI such as generative AI, image analysis, and knowledge base, as well as with e-commerce, payment services, and internal systems, allowing users to build the most suitable AI assistant for their business.

By combining NTT XR Concierge and Benefitter, QONOQ and CTC aim to provide a flexible, conversational customer service system using AI avatars tailored to the business needs of customer companies. In addition to responding to inquiries, we also envision that the system will be used as an AI assistant for in-house operations, such as providing guidance on various internal procedures and providing trainings.

Contact Information

NTT QONOQ Corporation
Virtual Digital Transformation Solutions

E-mail:xrconcierge-support@ml.nttqonoq.com

ITOCHU Techno-Solutions Corporation, Corporate Communications Dept.

E-mail:press@ctc-g.co.jp

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