日本語 
Cresta and BellSystem24 are working together to create a joint verification program to establish contact centers powered by human agents working alongside AI agents. Cresta will leverage its conversation analysis AI with BellSystem24’s Hybrid Operation Loop® a generative AI-powered contact center automation software.
The program will explore ways that insights from customer conversations can enhance operator support, automation, and the customer experience. It is also Cresta’s first program with a large BPO provider in Japan.
Japanese contact centres suffer from labour shortages and difficulties recruiting staff, even though demand for first-class customer care is increasing. At the same time, we’re leaving important feedback from consumers on the table because it’s simply too time-consuming to manually monitor all the many conversations taking place. Improving operational safety for call centre agents is also an important issue, especially since measures to prevent customer harassment will become mandatory from October 1, 2026.
In the verification, Cresta’s AI will evaluate conversations for inquiry trends, resolution, and customer satisfaction, and BellSystem24 will combine the insights from Cresta and provide knowledge creation and agent support through Hybrid Operation Loop.
Cresta will bring Japanese-language conversation analysis technology and global implementation capabilities. BellSystem24 will host the testing environment and test results with operators and managers, then analyze the inquiries that are ready to be automated by AI, and those that need to be handled by humans.
Also Read: NVIDIA Releases Synthetic Datasets for Agentic AI Development in Japan
These firms seek to: Facilitate human-AI teamwork. Offer support to operational staff by providing on-demand access to the skills of subject matter experts. Make customer feedback actionable so it can help the operators enhance service and products.
The platform combines AI agents, operator support, and conversation analytics into a seamless system, built on your existing contact center infrastructure.
After the approval, these companies plan to deepen their implementation support and their customer proposals in Japan, and explore solutions adapted to the local market needs
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