Dentsu Group Unveils AI-Powered Contact Center Solution

Dentsu Inc. announced that its four domestic Dentsu Group companies have developed and will begin offering the “AI Contact Center,” a next-generation solution that will evolve customer experience (CX) by utilizing AI at contact centers, in accordance with “AI For Growth 2.0,” Dentsu’s unique AI strategy announced in May 2025 to contribute to the growth of customers and society through both “business efficiency” and “value enhancement and business growth.”

In recent years, with the diversification of customer touchpoints and rising expectations, contact centers are being required to provide more advanced response capabilities than ever before, such as “fast and accurate response,” “empathy to understand emotions,” “24/7 availability,” and “global language support.” At the same time, issues such as an increase in the workload of operators, labor shortages, and inconsistent quality due to the dependency on individuals have also become apparent, and the introduction of AI as a solution to these issues is accelerating.

The next-generation solution “AI Contact Center” provided by the Dentsu Group in Japan utilizes AI and CDP (Customer Data Platform) to not only improve the efficiency of contact center operations, but also to provide personalized experiences optimized for each individual customer. This improves customer satisfaction and maximizes LTV (Lifetime Value). It also contributes to the business growth of client companies by making it possible to use data accumulated at contact centers for marketing measures.

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Specifically, the “AI Contact Center” provides the following four solutions:

To dramatically improve CX, we will utilize AI agents to provide immediate responses 24 hours a day, 365 days a year, and will analyze customers’ past inquiries and emotions to provide personalized solutions.

Maximize business efficiency and productivity by automating routine tasks such as FAQ responses, identity verification, and collection and collection acceptance using AI. Real-time text conversion and summarization of phone calls using voice recognition, automatic generation of response history, etc., shorten post-processing time.

To improve the operator experience (EX), we will standardize skills through knowledge management and real-time guidance. This will improve the efficiency of new employee training and skills, and also detect stress through emotion analysis of operators and reduce turnover.

By collaborating with and utilizing the data accumulated at the “AI Contact Center” in conjunction with the marketing department, we will deepen our understanding of customer insights and provide more accurate personalized proposals to customers, thereby improving CX and increasing satisfaction.

The Dentsu Group in Japan will continue to develop solutions, not just focusing on “automation” through the “AI Contact Center,” but also on using AI as an “extension” that draws out human judgment and empathy. By working to advance and evolve optimal collaboration models between AI and humans, strategic decision-making based on data, and the integration and omni-channelization of all customer touchpoints, we will contribute to the sustainable growth and improvement of corporate value of our client companies.

The Dentsu Group in Japan is promoting its unique AI strategy, “AI For Growth,” which combines “human intelligence” and “AI intelligence” to contribute to the growth of clients and society.

SOURCE: PRTimes