NEC Corporation will launch its new AI-powered solution, NEC Communication Agent, in May 2025. This AI tool helps improve experiences for customers and employees in contact centers. It streamlines operations and boosts service quality. This is NEC’s second AI product for contact centers. The first was the NEC Speech Analysis Platform, which launched in 2024.
The solution combines a voicebot and chatbot, both using large language models (LLMs). This setup offers 24/7 support on various channels. You can reach it via phone, web chat, SNS, Microsoft Teams, Slack, and LINE. Its key features include automatic response generation, knowledge search, and integration with existing CRM and telephony systems like Genesys Cloud and NEC’s PBX.
A key feature is its ability to reduce errors in generative AI, known as hallucinations. It uses unique dialogue control to improve response accuracy. Users can choose between NEC’s own LLM “cotomi” or Microsoft’s Azure OpenAI Service based on their needs.
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This launch fits with the industry trend toward using AI for better customer service. NEC wants to improve customer satisfaction by automating routine inquiries. This will also cut wait times. As a result, the contact center will run more efficiently and lower operational costs.
