カスタマー・エクスペリエンス

電通グループ、AIを活用したコンタクトセンター・ソリューションを発表

Dentsu Inc. announced that its four domestic Dentsu Group companies have developed and will begin offering the "AI Contact Center," a next-generation solution that will evolve customer experience (CX) by utilizing AI at contact centers, in accordance with "AI For Growth 2.0," Dentsu's unique AI strategy announced in May 2025 to contribute to the growth of customers and society through both "business efficiency" and "value enhancement and business growth." In recent years, with the diversification of customer touchpoints and rising expectations, contact centers are being required to provide more advanced response capabilities than ever before, such as "fast and accurate response," "empathy to understand emotions," "24/7 availability," and "global language support." At the same time, issues such as an increase in the workload of operators, labor shortages, and inconsistent quality…