{"id":32110,"date":"2026-04-28T11:07:24","date_gmt":"2026-04-28T11:07:24","guid":{"rendered":"https:\/\/itbusinesstoday.com\/?p=32110"},"modified":"2026-04-28T11:07:24","modified_gmt":"2026-04-28T11:07:24","slug":"righttouch-unveils-ai-contact-center-with-ai-operators","status":"publish","type":"post","link":"https:\/\/itbusinesstoday.com\/ja\/tech\/ai\/righttouch-unveils-ai-contact-center-with-ai-operators\/","title":{"rendered":"\u30e9\u30a4\u30c8\u30bf\u30c3\u30c1\u3001AI\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3088\u308bAI\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3092\u767a\u8868"},"content":{"rendered":"

RightTouch Co., Ltd., a provider of AI contact center infrastructure for enterprises, announces its “AI Contact Center” concept centered around AI operators. Simultaneously, they are launching a new product, the knowledge integration platform (QANT Knowledge Hub), which will serve as the brain of this AI contact center. RightTouch<\/a> Launches “QANT Knowledge Hub (β),” an AI-Ready Knowledge Integration Platform for Realizing AI Contact Centers.<\/p>

The goal of this initiative is not to “automate inquiries,” but to “create a system where the accuracy of inquiry resolution continuously improves the longer it is used.”<\/p>

\u9867\u5ba2\u63a5\u70b9\u5168\u4f53\u3092AI\u3092\u610f\u8b58\u3057\u3066\u518d\u8a2d\u8a08\u3059\u308b\u3053\u3068\u3067\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u84c4\u7a4d\u3055\u308c\u305f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u30c7\u30fc\u30bf\u3084\u30ca\u30ec\u30c3\u30b8\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3057\u3001AI\u306b\u3088\u308b\u81ea\u52d5\u5fdc\u7b54\uff08AI\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\uff09\u3068\u4eba\u9593\u306b\u3088\u308b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u6709\u6a5f\u7684\u306a\u9023\u643a\u306b\u3088\u308a\u3001\u9867\u5ba2\u4f53\u9a13\uff08CX\uff09\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u30fb\u5411\u4e0a\u3055\u305b\u3066\u3044\u304d\u307e\u3059\u3002.<\/p>

\u3053\u3061\u3089\u3082\u304a\u8aad\u307f\u304f\u3060\u3055\u3044\uff1a AI\u304c\u73fe\u4ee3\u30d3\u30b8\u30cd\u30b9\u306e\u57fa\u76e4\u3092\u518d\u69cb\u7bc9<\/a><\/h4>

\u80cc\u666f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u76f4\u9762\u3059\u308b\u69cb\u9020\u7684\u8ab2\u984c<\/h4>

In recent years, the environment surrounding contact centers has changed dramatically. With the advancement of digitalization, customer touchpoints have diversified, and the number of inquiries is increasing year by year. As a result, customer experience (CX) has become a crucial management theme that influences a company’s competitive advantage. While expectations for highly accurate and rapid responses are on the rise, the following structural challenges are becoming apparent on the ground.<\/p>

\u8ab2\u984c1\uff1a\u4eba\u7684\u8cc7\u6e90\u306b\u4f9d\u5b58\u3057\u305f\u904b\u55b6\u30e2\u30c7\u30eb\u306e\u9650\u754c\u3002.<\/strong>
\n\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u9577\u5e74\u3001\u554f\u3044\u5408\u308f\u305b\u4ef6\u6570\u306e\u5897\u52a0\u306b\u3088\u308b\u52b4\u50cd\u96c6\u7d04\u578b\u3067\u904b\u55b6\u3055\u308c\u3066\u304d\u307e\u3057\u305f\u3002\u3057\u304b\u3057\u3001\u63a1\u7528\u96e3\u3084\u96e2\u8077\u7387\u306e\u9ad8\u6b62\u307e\u308a\u3001\u4eba\u4ef6\u8cbb\u306e\u9ad8\u9a30\u306a\u3069\u306b\u3088\u308a\u3001\u5fc5\u8981\u306a\u4eba\u6750\u3092\u78ba\u4fdd\u3059\u308b\u3053\u3068\u304c\u96e3\u3057\u304f\u306a\u3063\u3066\u3044\u307e\u3059\u3002.<\/p>

\u4e00\u65b9\u3067\u3001\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb\u306e\u666e\u53ca\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u8907\u96d1\u5316\u306b\u3088\u308a\u3001\u554f\u3044\u5408\u308f\u305b\u4ef6\u6570\u306f\u5897\u52a0\u306e\u4e00\u9014\u3092\u305f\u3069\u3063\u3066\u304a\u308a\u3001\u9700\u8981\u3068\u4f9b\u7d66\u306e\u30ae\u30e3\u30c3\u30d7\u306f\u5e83\u304c\u308b\u3070\u304b\u308a\u3067\u3059\u3002.<\/p>

In this situation, the traditional approach of “increasing staff to cope” has reached its limits both in terms of profitability and operations. A shift to an operational model that does not rely on human resources is required.<\/p>

Issue ②: Stagnation of self-resolved measures<\/strong>
\nIn response to labor shortages, many companies have implemented self-service measures such as developing FAQs, improving web navigation, and introducing chatbots and voicebots. However, once these efforts reach a certain level, their effectiveness slows down, and situations persist where “implementation has been carried out but results are not improving” and “the workload on employees is not decreasing.”<\/p>

\u305d\u306e\u7406\u7531\u306f\u3001\u30c4\u30fc\u30eb\u304c\u500b\u5225\u306b\u6700\u9069\u5316\u3055\u308c\u305f\u5f62\u3067\u904b\u7528\u3055\u308c\u3066\u304a\u308a\u3001VoC\uff08Voice of the Customer\uff1a\u9867\u5ba2\u306e\u58f0\uff09\u3084Web\u306e\u884c\u52d5\u30fb\u5c5e\u6027\u3001\u904e\u53bb\u306e\u3084\u308a\u53d6\u308a\u306a\u3069\u306e\u9867\u5ba2\u30c7\u30fc\u30bf\u3068\u9023\u52d5\u3057\u3066\u3044\u306a\u3044\u305f\u3081\u3067\u3059\u3002\u904b\u7528\u8ca0\u8377\u304c\u9ad8\u3044\u307e\u307e\u3001\u6539\u5584\u306b\u5fc5\u8981\u306a\u30c7\u30fc\u30bf\u304c\u6d3b\u7528\u3055\u308c\u305a\u3001\u7d99\u7d9a\u7684\u306b\u7cbe\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u4ed5\u7d44\u307f\u304c\u306a\u3044\u306e\u3067\u3059\u3002.<\/p>

\u8ab2\u984c3\uff1a\u4f01\u696d\u30ca\u30ec\u30c3\u30b8\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u7d30\u5206\u5316<\/strong>
\nEven more serious is the fragmentation of knowledge data management within companies. In many companies, knowledge is managed in a dispersed manner, such as “for FAQs,” “for operators,” and “for AI.” As a result, the burden of updating increases and information inconsistencies occur, making it difficult to provide consistent customer support.<\/p>

\u3055\u3089\u306b\u3001\u9867\u5ba2\u3068\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\uff08\u30a6\u30a7\u30d6\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u96fb\u8a71\uff09\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3001\u5bfe\u8a71\u30ed\u30b0\u306e\u65ad\u7247\u5316\u306f\u3001\u6539\u5584\u30b5\u30a4\u30af\u30eb\u306e\u505c\u6ede\u306b\u3064\u306a\u304c\u308a\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u5168\u4f53\u7684\u306a\u9032\u5316\u3092\u59a8\u3052\u307e\u3059\u3002.<\/p>

\u3053\u306e\u3088\u3046\u306a\u80cc\u666f\u304b\u3089\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u305d\u306e\u3082\u306e\u3092\u518d\u8a2d\u8a08\u3059\u308b\u5fc5\u8981\u6027\u304c\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002.<\/p>

\u30bd\u30fc\u30b9 PRTimes<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"

RightTouch Co., Ltd., a provider of AI contact center infrastructure for enterprises, announces its “AI Contact Center” concept centered around AI operators. Simultaneously, they are launching a new product, the knowledge integration platform (QANT Knowledge Hub), which will serve as the brain of this AI contact center. RightTouch Launches “QANT Knowledge Hub (β),” an AI-Ready Knowledge Integration Platform for Realizing AI Contact Centers.The goal of this initiative is not to “automate inquiries,” but to “create a system where the accuracy of inquiry resolution continuously improves the longer it is used.”By redesigning the entire customer touchpoint with AI in mind, we will leverage the interaction data and knowledge data accumulated in […]<\/p>\n","protected":false},"author":4,"featured_media":32111,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"wprm-recipe-roundup-name":"","wprm-recipe-roundup-description":"","postBodyCss":"","postBodyMargin":[],"postBodyPadding":[],"postBodyBackground":{"backgroundType":"classic","gradient":""},"footnotes":""},"categories":[186,208,211,237,206,85],"tags":[5883,9538,428,3617,3180],"ppma_author":[205],"class_list":["post-32110","post","type-post","status-publish","format-standard","has-post-thumbnail","category-ai","category-apac","category-japan","category-news","category-regional","category-tech","tag-ai-contact-center","tag-ai-operators","tag-customer-experience","tag-righttouch","tag-voice-agent"],"yoast_head":"\nRightTouch 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