InfiniTalk Launches AI Dashboard for Voice Platform

JMS United Co., Ltd., a consolidated subsidiary of Impact Holdings Co., Ltd., which operates BPO businesses including call center outsourcing and information and communications/content support businesses, will begin offering a new function, “AI Dashboard,” on August 25, 2025, which combines the analytical power of AI with intuitive visualization to support call center managers in making quick and effective decisions.

The new “AI Dashboard” function is a BI tool equipped with generative AI that visualizes data for the entire call center, business groups, and individual operators, and provides trend analysis and improvement advice using AI, allowing users to intuitively grasp operational status that could previously only be viewed as numerical data.

Previously, complex data aggregation and processing was required, but by utilizing the “AI Dashboard,” the latest data is automatically organized and summarized, making it possible to immediately refer to necessary indicators. As a result of pilot implementation at our company’s call center, we have succeeded in reducing the time required by managers to create daily reports and adjust shifts by approximately 30%.

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Managers will be able to devote the time they previously spent on “data organization” to “strategic decision-making” and “implementing on-site improvements,” significantly improving the quality and speed of call center operations.

The call center industry faces major challenges, including a chronic shortage of personnel and the need to maintain and improve customer service quality. Digital transformation (DX) and the use of generative AI are drawing attention as solutions. In particular, the domestic market for AI solutions for call centers has seen double-digit growth year-on-year, and this growth is expected to continue.

We have received a lot of feedback, such as “Even though there is a huge amount of data, managers are unable to fully utilize it, and it takes up a lot of time creating reports and adjusting shifts,” and “Even though we can see the changes in the figures, it is difficult to see specific actions that will directly lead to improvement,” so we have developed an “AI Dashboard” that combines automatic summarization, trend analysis, and improvement suggestions using generative AI.More than simply displaying data, by providing a system that allows managers to make decisions and take action immediately, we will support the realization of DX in call centers.

SOURCE: PRTimes