Kobe City Tax Department to Fully Implement AI Voice Agent

NTT Marketing Act ProCX has been selected to implement a generative AI automated voice response service for the Kobe City Tax Department. By combining VOC (Voice of Customer) analysis-based FAQ design with AI Shift Inc.'s "AI Worker VoiceAgent," the project aims to automate over 70% of routine inquiries for certain tax categories within the department, which handles approximately 400,000 calls annually. This initiative is expected to reduce the burden on staff and enhance the quality of citizen services. The full-scale implementation follows a successful three-month trial that achieved an automation rate of over 65%. The project will run from mid-June 2026 to March 31, 2027.