SoftBank Leverages AI for Call Center Efficiency

Tokyo, Japan - SoftBank has partnered with Microsoft Japan to accelerate the automation of its call center operations using generative AI. 

By leveraging Microsoft's Azure OpenAI service, SoftBank aims to build a call center system to handle customer inquiries more efficiently and provide consistent, high-quality responses.

The company's call centers handle over 10,000 inquiries related to various services. 

SoftBank plans to automate tasks such as providing guidance, checking contract details, and processing contract changes.

The AI system will classify customer intent, collect relevant data, and formulate optimal responses based on the conversation's context, moving away from the traditional flow-based approach with fixed scripts.

SoftBank believes this AI-driven approach will reduce customer wait times and improve overall satisfaction. 

Pending effectiveness testing results, the company plans to explore productizing and offering the solution to corporate customers.

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