SoftBank Deploys Voice AI for Y! mobile Support

TOKYO, Japan — SoftBank Corp launched an artificial intelligence platform with voice capabilities fo r Y!mobile customer support in August 2025, the company said.

The system manages password inquiry services through automated voice interactions. SoftBank introduced text-based AI support tools in February 2025.

The platform analyzes customer speech to interpret context and intent, then asks questions and provides confirmations during conversations, the company said.

The technology combines a large language model with a knowledge reasoning engine developed by SoftBank to address conditional judgments and non-standard inquiries, the company said.

The platform can access customer contract information and respond to related inquiries, according to SoftBank.

SoftBank said the system is intended to reduce customer wait times, standardize response quality, and improve call center operational efficiency.

SoftBank began using AI in its call centers in 2019. In March 2024, the company began joint development with Microsoft Japan Corporation on a platform for call center automation using generative AI, according to SoftBank.

In February 2025, SoftBank introduced a chat-based answer support system that uses generative AI and retrieval-augmented generation (RAG) technology.

RAG combines information from external sources with outputs from large language models, according to the company.

The answer support chat system generates response suggestions within several seconds, SoftBank said.

The voice system applies these capabilities to spoken interactions, SoftBank said. In password inquiry operations, the platform handles multiple questions and manages customer interactions.

SoftBank said it plans to automate call center operations further and enhance the AI platform to address more complex customer inquiries.

The company said it aims to provide more personalized communication for individual customers.

SoftBank said it will apply knowledge from the AI platform to X-Ghost, a product under development by Gen-AX Co. Ltd., scheduled for release in fiscal year 2025.