English 
RightTouch Co., Ltd., a provider of AI contact center infrastructure for enterprises, will begin airing elevator advertisements for its AI contact center “QANT,” which fundamentally transforms customer touchpoints through collaboration between humans and AI, starting May 18, 2026.
Through this advertisement, we aim to widely present “AI operators” as a new option in the AI contact center (AICC) market, supporting the enhancement of customer experience (CX) and improving the experience (EX) of operators engaged in support work.
近年、企業のカスタマーサポート部門は、人員不足やサービス品質のばらつき、問い合わせ件数の増加、顧客の期待の高まりなど、構造的な課題に次々と直面しています。これらの課題は、業務の効率化やチャットボットの導入だけでは解決が難しく、顧客と企業の関係そのものを損ないかねないリスクになりつつあります。.
こちらもお読みください： グッドクロス、AIチャットボットによる送客サービスを開始
On the other hand, with the advancement of generative AI, an environment is being created where AI can function with high accuracy in areas that were previously considered “only possible for humans,” such as initial response, understanding customer needs, and knowledge referencing. It is believed that future customer support will evolve from a dichotomy of “human or AI” to a form in which humans and AI collaborate, leveraging each other’s strengths. By having AI handle tasks such as organizing inquiries and presenting information, human operators will be able to concentrate on providing value that only humans can provide, such as complex judgments and empathetic communication.
In the midst of these changes, RightTouch has adopted the concept of an “AI contact center” and has developed and is providing “QANT,” a customer support platform that provides end-to-end support from detecting customer problems to understanding customer needs, responding, knowledge referencing, and analyzing Voice of the Customer (VoC). Currently, while interest in the use of AI is growing among many companies, challenges at the implementation level, such as “how to integrate AI into customer touchpoints” and “how to redesign the roles of humans and AI,” are also becoming apparent. ライトタッチ は、単にAIツールを提供するだけでなく、AIを活用した顧客接点全体の再設計を支援し、AIコンタクトセンターという概念自体の認知度向上にも取り組んでいます。.
This elevator advertisement aims to widely promote a new approach to customer service: “AI operators,” where AI takes the lead in handling interactions while humans and AI collaborate to support the customer experience. Through this advertisement, we hope to accelerate the realization of better support experiences for both companies and customers, and the spread of AI contact centers as next-generation customer touchpoint infrastructure.
ソース PRタイムズ
日本語