Discussion on AI Introduction and Business Workflow Transformation in Contact Centers

AR Advanced Technology, Inc. (Headquarters: Shibuya-ku, Tokyo; President and CEO: Hisanori Takeuchi; hereinafter 'ARI') continuously hosts the 'Contact Center Future Conference' as a venue to consider the 'ideal state' of contact centers, driven by the evolution of generative AI and changes in the operational and business environments of contact centers.

The 3rd conference featured discussions on the theme of 'AI Introduction and Business Workflow Transformation in Contact Centers' and was held at Shibuya Lounge on Thursday, May 14, 2026.

On the day of the event, numerous corporate stakeholders involved in contact center operations and human resource development participated. Through two mini-seminars and a workshop-style group discussion, achievements and challenges were shared based on the latest case studies of AI voice agent and voicebot implementations. Lively exchanges of opinions took place regarding how to get the frontline staff, organizations, and customers to accept AI implementation.

Scene from the 3rd 'Contact Center Future Conference' Mini-Seminar

Background and Purpose In recent years, with the advancement of generative AI, the utilization of AI in contact centers has shifted to the 'practical operation stage.' This event was planned with a focus on the 'wall of acceptance,' exploring how various stakeholders—including frontline staff, organizations, and customers—accept AI, rather than viewing AI implementation merely as operational efficiency. The purpose is to share realistic achievements and challenges from advanced case studies and discover practical insights for actual operation.

Event Overview - Event Name: Contact Center Future Conference - Date and Time: Thursday, May 14, 2026, 15:00 - 18:00 - Venue: Shibuya Lounge (1F Transworks Aoyama, Shibuya-ku, Tokyo) - Participants: 22 people from 13 companies (banks, IT companies, mail-order companies, fashion manufacturers, etc.) - Main Theme: AI Introduction and Business Workflow Transformation in Contact Centers - How to get frontline staff, organizations, and customers to accept AI implementation

Program (Main Content) 1) Mini-Seminar 1: 'Case Study of AI Voice Agent Initiatives: Achievements and Future Challenges' Genya Myoda, Supervising Deputy Manager, Group Individual Planning Department, SBI Shinsei Bank, Ltd. He shared the importance of repeated testing starting from a small rollout, and initiatives to promote AI introduction while involving internal compliance and system personnel.

2) Mini-Seminar 2: 'Case Study of AI Voicebot Implementation: Initiatives at a Long-Established Retailer' Hikaru Kawagoe, Contact Center Unit, AR Advanced Technology, Inc. Through a voicebot case study utilizing Jurin AI, he highlighted the difficulty of voice-specific prompt design, challenges regarding Japanese 'aizuchi' (conversational backchanneling), and the division of roles between companies required to improve accuracy.

3) Discussion 1: 'How to Get Frontline Staff, Organizations, and Customers to Accept AI Implementation' Participants discussed the boundaries of what should be entrusted to AI and the wall of acceptance among stakeholders. Many expressed the opinion that initial responses should be handled by AI, while emotional complaints should be left to humans.

4) Discussion Sharing: Sharing of discussion content from each team Essential realizations were presented by each team, such as viewing AI as a 'new operator' that requires training, along with proactive action plans aiming to implement other companies' case studies within their own organizations.

ARI will continue to host this conference as a venue to create value in contact centers during the generative AI era, and to share realistic problem-solving strategies and practical insights toward full-scale AI implementation. *Titles and affiliations of speakers are as of the time of the event.

About ARI ARI is a DX company leading social transformation as a Business Transformation Designer utilizing cloud technology, data, and AI. As a 'BX designer,' ARI provides services to solve customer issues, including digital shifts, cloud shifts, and support for data/AI utilization for DX, to help customers achieve their creative business goals.

As service brands that realize BX, ARI offers 'cnaris,' a comprehensive cloud utilization support service from implementation to optimization, construction, and operation; and 'dataris,' a data and AI utilization support service that provides everything from data-driven theme formulation to data collection, visualization, analysis, and AI implementation.

Company Name: AR Advanced Technology, Inc. (Abbreviation: ARI) Established: January 2010 Representative: Hisanori Takeuchi, President and CEO Listing Market: Tokyo Stock Exchange Growth Market (Securities Code: 5578) Capital: 143.56 million yen (as of the end of February 2026) Employees: Employees