日本語 
Gen-AX Inc., which develops and provides SaaS products utilizing generative AI (artificial intelligence) and provides consulting services to support companies’ AI transformation (AX), has officially launched “X-Ghost,” an autonomous AI voice response solution for contact centers. Following a pilot project with Sumitomo Mitsui Card Co., Ltd., sales will begin primarily to enterprises with a certain number of contact centers. X-Ghost acts as an
“AI operator” that thinks autonomously and responds to customers through natural voice dialogue, helping companies achieve both improved operational efficiency and a better customer experience.
The “inquiry market” has grown significantly in recent years, with the combined market size of contact centers and in-house solutions predicted to reach 2 trillion yen by fiscal year 2024. Furthermore, advances in speech recognition technology and the expansion of its applications are expected to drive strong growth in the medium to long term, with a CAGR of 16.9% (FY2023-FY2028) and a projected market size of over ¥30 billion by FY2028. While the market is growing rapidly, new challenges have emerged, including the difficulty of designing use cases and maintaining and improving data quality to achieve results after AI adoption. As a result, many companies are finding it difficult to achieve continuous improvement even after AI adoption and that AI is not fully established in the field. Furthermore, many contact centers in Japan continue to face serious labor shortages and high employee turnover rates, making it difficult to maintain response quality and transfer business knowledge.
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A support system will also be launched at the same time to enable companies to more smoothly implement “X-Ghost.”
・A set of enterprise implementation support tools that reflect industry-specific template libraries will be developed and provided to consulting partners, making it easier to digitize hundreds to thousands of different contact center response work scenarios.
・We have established a support program with multiple consulting partners, such as JDSC Co., Ltd. and SIGMAXYZ Inc., to provide one-stop support from implementation design to operation and improvement.
This will enable companies to “implement AI quickly, reliably, and firmly established in the field,” and X-Ghost will become a social infrastructure that embodies “omotenashi” (hospitality) in which AI works alongside people.
SOURCE: PRTimes
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