Altius Link and ELYZA have jointly developed the “Contact Reasons Classification LLM App,” a generative AI-powered solution designed to enhance data utilization in contact centers. Launching on May 22, 2025, as part of Altius Link‘s “Altius ONE for Support” service, the app automates the classification of customer inquiry data, significantly reducing the manual effort required for analysis.
Built using data from the KDDI Customer Center—which handles roughly 2 million inquiries monthly—the app converts voice-recognized response histories into structured data, identifying key elements such as identity verification status, inquiry content, and contact reasons. These are then grouped and categorized to streamline insight generation and operational decision-making.
This marks the third generative AI-based tool developed by the companies for contact center operations, following solutions for summarizing dialogues/emails and drafting responses. The app aims to help organizations optimize customer support strategies, improve self-service tools like FAQs and IVR, and enhance employee training. It also supports broader business transformation by enabling quicker, data-driven decisions.
Also Read: LeanGo Inc begins developing Chatbot features for DEJAM
The initiative shows a trend in the industry. Companies are using large language models (LLMs) to make the most of unstructured customer data. This helps improve efficiency in managing customer experiences.
