日本語 
Company behind Shop Japan, Oaklawn Marketing, will use Cresta’s AI platform for customer service and sales growth. The platform will start to take customer calls by December 2026 and roll out progressively into the rest of the company’s customer service functions.
Cresta’s platform is a hybrid between automated responses, live assistance from human operators and conversation analysis. It perceives Japanese conversations in real time, learns from successful customer interactions and uses this knowledge to enhance subsequent conversations.
Shop Japan are made via the television, the internet and in stores. Subscriber call peaks after the broadcasts are sometimes difficult to handle and do not always allow for handling all purchase inquiries. This trend is to be compensated for with the solution.
The platform will have four functions. Its AI agents will manage basic questions so operators will be free to spend more time on conversations that only a person can take care of. During busy times, real-time guidance will be sent to operators to access information and answer calls without losing sales.
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Cresta will also leverage successful agent conversations from the best operators and make their expertise available to the entire contact center. This will enable a better quality of response and more tailored product recommendations to boost conversion rates and order values.
The platform complements existing contact center technology and infrastructure, meaning there is no need to invest in new hardware and software. It uses a mixture of artificial intelligence and human intelligence rather than entirely AI.
They intend to adopt the project as a model for human-AI cooperation in Japan. Cresta will further extend its partnerships with the retail, telecom, finance, and travel sectors to enhance their customer engagement.
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