Lauch of a Suite of AI-powered Agent Solutions to Strengthen Measures Against Harassment from Customers

ITOCHU Techno-Solutions Corporation (headquartered in Minato-ku, Tokyo; Tatsushi Shingu, President and CEO; hereinafter CTC) will begin offering Verint AI Bots, a suite of AI-powered agents from Verint Systems Japan Co., Ltd. (headquartered in Chuo-ku, Tokyo; Takeshi Koga, President). Leveraging more than 40 types of AI agents, this solution supports labor savings and advanced operations for contact centers by strengthening measures against harassment from customers (customer harassment). We will offer the service mainly to companies seeking to improve customer satisfaction and ROI, aiming to achieve sales of ¥1 billion over the next three years.

In recent years, more and more companies have faced labor shortage for their customer support operations, while they also suffer from increasing workloads of human agents due to diversifying communication channels including phone, chat, social media, and customer harassment. To address these challenges and improve work environments, customer satisfaction, and brand value, there is a growing demand for AI-powered solutions to automate customer interactions and assign the right human agents with the appropriate skills to specific tasks.

Verint AI Bots analyzes voice and text data generated at customer touchpoints using AI to support the early detection of and response to customer harassment. In addition, by enabling the effective use of voice of the customer, improving operational efficiency through automated responses, and optimizing workforce allocation, the solution achieves labor savings and advanced operations for contact centers. Its key features are as follows:

Call conversations are transcribed, and potential signs of complaints or customer harassment are detected based on spoken content and tone of voice. Alerts are sent to supervisors in real time, enabling prompt actions such as agent reassignment or escalation according to the situation. By learning from interaction histories and patterning languages and behaviors such as aggressive expressions and sudden emotional changes, the solution supports early detection and prevention of customer harassment.

The solution automates the entire process from identifying trends in inquiries and content to analysis and report creation. These insights can be used for market analysis and competitor assessment, providing suggestions that lead to improvements in products and services. Human agent interaction data can be utilized to formulate management and business strategies.

The solution enables 24/7 automated voice/chat responses. Generative AI-powered assistant understands customer inquiry intent and presents solutions and procedures step by step to support self-resolution. It organizes inquiry details and seamlessly provides them to human agents, automating routine tasks to improve efficiency and quality. This reduces the burden on human agents interacting with customers and contributes to more consistent and faster responses.

By forecasting workloads based on inquiry volumes and staffing information, the solution optimizes shift planning and workforce allocation. It automates the estimation of required staffing levels and schedule creation, significantly reducing operational burdens. By continuously incorporating work records, response quality, and performance data to update predictive models, the solution helps reduce costs while improving employee work environments.

CTC has over 30 years of experience and expertise in building contact center systems and data analytics platforms, and provides end-to-end support—from design and implementation to operation and maintenance—of communication platforms utilizing this solution. Going forward, we will continue to expand our service offerings to improve contact center efficiency and customer satisfaction, thereby contributing further to customers’ digital transformation initiatives.

We have received the following comments for this press release.

Verint’s solutions have been widely adopted both in Japan and overseas, with an extensive track record of implementations across a broad range of enterprises . In Japan, many customers use our financial compliance products in particular, delivering tangible outcomes in preventing fraudulent transactions, promoting customer-centric sales through appropriate customer engagement, and preventing information leakage. We are honored to collaborate with CTC to accelerate CX automation for Japanese enterprises. By combining the strengths of both companies, we will contribute to innovation in customer experience and improved operational efficiency.

Takeshi Koga
President
Verint Systems Japan Co., Ltd.