"For one customer pilot, their average handle time actually increased. But this is because agents who normally would just transfer away hard contacts could now solve them."

"While AI began with basic applications, as we advance to more sophisticated implementations, we believe it can address various challenges faced by our customers. Generative AI can automate routine tasks, enhance productivity of existing workers, and provide 24/7 customer service capabilities—directly supplementing Japan's workforce needs amid the country's growing workforce …