[Altius Link] Addressing Call Center Congestion: Validating AI Operator Usage for Resident Inquiries

Altius Link Inc. (Headquarters: Shibuya-ku, Tokyo; President: Masatoshi Naya) has officially launched a pilot program (Proof of Concept, or PoC) utilizing an AI operator at the My Number Call Center in Itabashi Ward, Tokyo. This project aligns with the company's new vision, "Total CX² Design Company," aimed at enhancing resident experience value and transforming administrative processes in local governments.

Through this pilot, Altius Link seeks to establish a new telephone response model that balances improved resident services with a reduction in staff workload.

Background and Challenges

Due to the declining population caused by a shrinking birthrate and an aging society, securing sufficient municipal staff has become increasingly difficult. Maintaining stable operations for resident-facing services, such as phone support and counter operations, is a critical challenge. The Japanese government's "Municipal DX Promotion Plan" and "Municipal Front-Yard Reform" place high priority on using digital technology to enhance operational efficiency and maintain resident service levels.

Many municipal call centers face structural issues such as congestion during peak hours and limitations on after-hours support. Consequently, there is an urgent demand for reducing staff workloads while maintaining and improving service quality for residents.

Pilot Overview

In this pilot program, a hybrid operational model combining an AI operator and human operators will be implemented at the Itabashi Ward My Number Call Center to test the effectiveness of AI-based responses for routine inquiries.

Period: May 26, 2026 (Tue) to June 26, 2026 (Fri) Target: Itabashi Ward My Number Call Center Operational Mode: Hybrid operation via AI and human operators.

Key AI Responsibilities:

The AI operator will respond to frequently asked questions using a pre-registered Q&A database, utilizing natural voice interaction based on context.

- How to apply for or update a My Number card. - Updating, unlocking, or resetting electronic certificates. - Information regarding express issuance of My Number cards. - Usage instructions for facial authentication My Number cards. - How to use the "Myna Insurance Card" (integrated health insurance card). - Procedures for My Number card matters when moving in or out. - Basic information such as office hours, locations, and nearby train stations.

For more complex matters—such as booking appointments, modifications or cancellations, tracking progress of applications, or handling requests from third-party agents—calls will be seamlessly transferred to human operators.

Key Verification Points:

- Improvement in response rates during peak hours. - Changes in staff workload. - Effectiveness and challenges of the hybrid operational model. - Feasibility of expanding support hours, including after-hours operations.

Expected Outcomes:

- Residents: Convenience through quick phone-based answers to routine questions. - Municipalities: Service quality enhancement by allowing AI to handle routine queries, enabling humans to focus on complex, high-touch support.

Technology Provider

Altius Link will utilize "Graffer AI Operator" by Graffer Inc., a service that recognizes voice input and responds based on a knowledge base, offering far more flexibility than conventional scenario-based IVR systems.

Altius Link's Role

Altius Link is responsible for the design of the AI operator's operations, as well as tuning and accuracy improvements throughout the project. The firm is defining clear boundaries between AI-handled areas and human-handled areas to meet specific municipal compliance and verification needs.

Future Outlook

Based on findings from this PoC, the company plans to enhance service quality at the Itabashi call center and explore deployment opportunities in other public service sectors. Altius Link continues to contribute to sustainable public services by combining BPO operation know-how with AI technology.