TOPPAN Group unveils AI-powered Contact Center service

TOPPAN Corporation, a group company of TOPPAN Holdings, and TB Next Communications Inc. will begin offering a service on August 5, 2025, that introduces AI technology into corporate contact center operations to support smooth operator responses, cost optimization, and improved customer experience.

The two companies will build a Lab. Function Center within TB Next Communications’ contact center to conduct various demonstrations using AI, identifying points for reducing call volume and improving productivity in corporate contact center operations, as well as analyzing inquiries. They will also comprehensively support contact center operations by combining existing operator responses with AI agents for joint responses, and designing business processes after the introduction of AI.

This service is provided as part of a group-wide initiative launched by the Toppan Group in May 2025 to promote the use of AI both inside and outside the company and to make corporate marketing operations AI-powered. This service will promote the use of AI in next-generation contact centers and contribute to improving customer experience.

こちらもお読みください： transcosmos, Cogent Partner on Contact Center Services

Contact centers respond to inquiries from consumers through various means of communication, but in recent years, labor shortages and rising labor costs have led to issues such as rising response costs.In addition, the diversification of consumer needs has created a demand for fast, high-quality responses.

In May 2025, トッパン began offering a service that provides comprehensive support for companies in the marketing digital transformation field, from AI implementation to operation, to realize AI-powered businesses, and is promoting the use of AI in a variety of companies.

TB Next Communications was established in May 2020 through the merger of Toppan Printing (now TOPPAN HOLDINGS) and BELLSYSTEM24 Holdings, Inc. as a company with strengths in communication and CRM. The company currently carries out back office and contact center operations at three centers nationwide.

Against this backdrop, we will begin offering a service that utilizes AI technology in contact center operations to support smooth operator responses, cost optimization, and improved customer experience by identifying areas for reducing call volume, improving productivity, and analyzing inquiries.

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