Helpfeel Launches New Initiative to Support AI-Readiness for Organizations, Essential for Realizing "AI Autonomous Driving Call Centers"

Helpfeel Inc. (Headquarters: Kyoto City, Kyoto Prefecture; CEO: Isshu Rakusai; hereinafter "Helpfeel"), which accelerates the social implementation of AI through the power of knowledge, announces the launch of a new initiative aimed at realizing an "AI Autonomous Driving Call Center," a fully autonomous AI-driven call center.

To this end, Helpfeel is launching a new consulting business to support companies in becoming AI-Ready (Note 1) in areas including customer support. This business will comprehensively support companies in effectively and safely adopting AI, focusing on knowledge construction, organizational structure and business process design, and system integration.

As a pioneering example of an AI Autonomous Driving Call Center, Helpfeel has already begun consulting for Tohoku Electric Power Co., Inc. (Head Office: Sendai City, Miyagi Prefecture; President and Representative Director: Kazuhiro Ishiyama; hereinafter "Tohoku Electric Power") on their AI operator construction project. With the goal of autonomous operation of customer centers by AI, Helpfeel is supporting the data structuring (Note 2) of complex business flows.

Note 1: Preparing an organization so that AI can understand business operations and act autonomously.

Note 2: Organizing and database-ing scattered information (unstructured data) such as documents and tacit knowledge in people's minds, which is difficult for AI to recognize, by establishing rules and meanings so that AI can correctly understand, refer to, and make judgments.

Background: From "Human-Dependent Model" to "AI Autonomous Driving Model" for Call Center Operations

The market size for call centers, a crucial touchpoint for companies connecting with customers, exceeds 1 trillion yen in Japan (Note 3). However, due to factors such as a declining working-age population, the traditional model reliant on human operation is reaching its limits, and the following challenges are becoming apparent:

1 On-site Challenges (Labor Shortage and Declining Response Rate)

It is becoming increasingly difficult for call centers to secure operator personnel year by year. According to recruitment surveys, approximately 80% of companies are struggling to secure personnel, with "considerably difficult across all locations (35%)" and "considerably difficult depending on the location (41%)" combined. Against this backdrop of labor shortages, the response rate of call centers has been declining for three consecutive years, creating a situation where "phones are not connected" (Note 5). Therefore, it is urgent to balance reducing workload and ensuring "connectivity" while maintaining response quality with limited staff.

2 Customer Needs (Growing Demand for 24/7 Support)

With the diversification of lifestyles, customer needs for "immediate resolution regardless of the time" are increasing, and 24/7 support systems are a factor influencing customer satisfaction (CX). Furthermore, in Japan, not only prompt responses but also polite and considerate support tailored to each individual's situation is expected, requiring a balance between immediacy and response quality. However, due to severe staff shortages, maintaining constant human support is practically difficult.

In response to these conflicting challenges, the movement to streamline and automate customer support using AI is spreading. However, many companies have not achieved sufficient results after implementation. Regarding the adoption of generative AI in Japanese companies, while adoption is progressing to a similar extent as in other countries, the proportion of companies that responded that the effects "exceeded expectations" is only one-fourth that of Western countries, highlighting the gap between "adoption" and "results" (Note 6).

One of the reasons for this is the lack of "knowledge" to support AI's decision-making. In the Japanese market, where high response quality is demanded, simply introducing AI tools does not yield sufficient results. On-site operations accumulate not only FAQs, manuals, and response logs but also the tacit knowledge of operators cultivated over many years of human operation and complex business flows. It is crucial to organize and structure these into "knowledge data" that AI can use to make appropriate judgments and responses based on the context of the business.

Against this backdrop, Helpfeel aims to promote the realization of "AI Autonomous Driving Call Centers" by transforming the business knowledge accumulated by companies into assets that AI can utilize through its unique knowledge construction.

Note 3: From Yano Research Institute's "Survey of Call Center Services Market / Contact Center Solutions Market (2025)" Note 4 & 5: From Rick Telecom's "Call Center White Paper 2025" Note 6: From PwC Japan Group's "Survey on Generative AI 2025 Spring: Comparison of 5 Countries"

What is an "AI Autonomous Driving Call Center" where AI Operates Autonomously?

In recent years, the practical implementation of autonomous driving taxis has progressed overseas, making "autopilot" where AI handles everything from judgment to execution a reality. This trend is also spreading to white-collar work in general.

An AI Autonomous Driving Call Center is a next-generation business model that applies this concept to call center operations. It realizes a new form of customer support where AI autonomously performs tasks from identifying customer needs to providing answers and completing procedures along a workflow.

<Difference from Conventional Models>

Conventional Call Center: Human operators listen to customer inquiries and execute responses and procedures by manually referring to FAQs, manuals, and business systems.

Autopilot Model: AI automatically performs the process from call reception to resolution. AI executes not only the automation of routine tasks but also system integration and judgment of complex responses.

<Development Process Towards Realizing an AI Autonomous Driving Call Center>

Instead of replacing call center operations with AI all at once, the level of AI automation will be gradually increased according to a six-stage roadmap (Level 0-5) based on AI's proficiency.

First, knowledge data that serves as the foundation for AI to make autonomous judgments and responses will be prepared. Then, the scope of AI utilization will be sequentially expanded to customer self-service support, operational efficiency for operators, partial handling by AI operators, and automation of routine tasks. Ultimately, the goal is to establish a state where the call center is fully autonomously operated by AI, allowing humans to focus on improving customer experience and making high-level judgments while managing the AI.

Level

Theme

Details

Level 0 (Automation Rate 0%)

Data Not Prepared

AI is introduced, but data is not optimized for AI, resulting in low searchability and usability.

Level 1

Building a Knowledge Base for Humans and AI

Promote customer self-service and reduce incoming calls, continuously expand knowledge.

Level 2

Utilizing AI to Support Humans

Improve operator efficiency through AI utilization such as response assistance.

Level 3

Utilizing AI Operators

AI handles specific inquiries and procedures.

Level 4

AI Automation of Routine Tasks

Automate all routine tasks with AI, allowing humans to focus on exception handling.

Level 5 (Automation Rate 100%)

Operation by Autonomous AI

(Autopilot)

Autonomous AI agents handle all tasks, including discretionary judgments and exception handling. Humans supervise and manage the AI.

Autopilot Call Center Roadmap

Transition to an AI Autonomous Driving Call Center Underway at Tohoku Electric Power

Tohoku Electric Power introduced the self-service AI "Helpfeel" in March 2025. Within 10 months of introduction, it reached 160,000 PV per month. As a result of customer self-service becoming established, incoming call volume decreased by approximately 20%, and the response rate of the customer center significantly improved.

Based on these achievements, Tohoku Electric Power is promoting the construction of a next-generation customer support system with AI as a premise, going beyond mere inquiry reduction. Instead of simply replacing existing operations with AI, they are redesigning the business processes themselves, leveraging the strengths of both AI and humans.

Currently, they have achieved Level 1 "Building a Knowledge Base for Humans and AI" on the aforementioned roadmap and are now advancing to Level 2 "Utilizing AI to Support Humans." Helpfeel is supporting these business transformations and the construction of an AI utilization foundation, and this initiative serves as a pioneering example for the realization of an AI Autonomous Driving Call Center.

For details, please see the press release below: https://prtimes.jp/main/html/rd/p/000000498.000027275.html

Launch of AI Consulting Business to Realize AI Autonomous Driving Call Centers

Helpfeel is officially launching its AI consulting business to realize AI Autonomous Driving Call Centers. This business will support companies in becoming AI-Ready by transforming their accumulated knowledge and business processes into a state that AI can utilize. A dedicated consultant is already working alongside Tohoku Electric Power.

<Methodology for Achieving AI-Readiness>

This service goes beyond simply introducing AI tools. It consistently supports strategy design and execution, starting from the business outcomes to be created by AI, rather than AI introduction itself. It promotes corporate transformation including management, organization, human resources, and knowledge base, contributing to productivity improvement, cost optimization, and sustainable revenue improvement.

【Step 1】 AI-Ready Strategy Formulation (Roadmap Development)

Clarify business challenges and management goals, and define the outcomes to be achieved through AI-Readiness. Based on the impact on the P/L (profit and loss), such as sales expansion, cost reduction, and productivity improvement, a roadmap will be developed.

【Step 2】 Execution Support (Promoting and Implementing AI-Readiness)

Support the execution of AI utilization based on Helpfeel's unique improvement methodology, cultivated through its introduction to over 900 sites (as of April 2026). Helpfeel has consistently supported customer success with dedicated customer success managers for all clients, from identifying on-site issues to implementing improvement measures and generating results. Leveraging the knowledge accumulated in this process, Helpfeel provides integrated support for improving business processes and organizational operations, in addition to developing the knowledge base.

Furthermore, by designing and implementing optimal utilization methods tailored to each company's business characteristics while leveraging the latest AI technologies, Helpfeel supports the establishment of an organization and operational structure where AI continuously generates results.

This consulting service is not limited to the call center domain. Based on the knowledge gained from customer support, Helpfeel will expand its support areas to include internal knowledge construction, sales support, marketing, and back-office operations, supporting the creation of organizations where AI continuously creates value.

Comment from Isshu Rakusai, Representative Director and CEO

Isshu Rakusai, Representative Director and CEO of Helpfeel

Our goal is to be the foundation for "AI autonomous driving" in future customer support. This is the essence of the AI Autonomous Driving Call Center we aim for. Leveraging our experience from over 900 site introductions and operational know-how, Helpfeel will lead the way in knowledge construction that supports companies' AI-Readiness.

This journey can be likened to the evolution of autonomous driving. Just as autonomous driving was not achieved overnight, the evolution of call centers also requires gradual progress. The destination is clear: delegate routine tasks to AI, and allow humans to focus on more creative and valuable work. Step by step, but surely, we will pioneer the next generation of call centers together.

"AI Knowledge Data Platform" to Accelerate Corporate AI Utilization

The quality of "knowledge data" referenced by AI determines its response accuracy. Within companies, there are many untapped information assets, including not only documented knowledge such as manuals and FAQs but also unutilized response logs and the tacit knowledge of experienced personnel.

Helpfeel organizes and structures this internal knowledge into a form that AI can utilize, building an "AI-Ready" knowledge base. Centered around this base, Helpfeel offers a wide range of solutions, including customer support via AI agents and FAQs, operator support, and VoC analysis, as an "AI Knowledge Data Platform." Furthermore, by providing AI consulting that supports the AI-Readiness of management, organization, and human resources, Helpfeel contributes to achieving sustainable competitive advantage through the enhancement of corporate decision-making and customer experience.

Currently, it has been introduced to over 900 sites (as of April 2026), primarily among domestic enterprise companies in sectors such as finance, infrastructure, manufacturing, and retail.

"Helpfeel" Service Site: https://www.helpfeel.com

Overview of Helpfeel Inc.

Founded: December 21, 2007 (Japanese subsidiary established on December 4, 2020) Representative: Representative Director and CEO, Isshu Rakusai Kyoto Office: Kawamoto Building 5F, 110-16 Gosho Hachiman-cho, Kamigyo-ku, Kyoto City, Kyoto Prefecture, 602-0023 Tokyo Office: Sumitomo Fudosan Yaesu-dori Building 4F, 2-14-1 Hatchobori, Chuo-ku, Tokyo, 104-0032 URL: https://corp.helpfeel.com/

Helpfeel is a knowledge technology company that optimizes vast knowledge assets accumulated within companies into an "AI-Ready" knowledge base that AI can instantly utilize. It acts as the "context layer" that influences AI accuracy and performance, supporting the creation, accumulation, analysis, and utilization of knowledge data in an integrated manner, thereby continuously enhancing the value of knowledge assets and supporting AI accuracy improvement and autonomous utilization. The company offers comprehensive solutions to support corporate "AI-Readiness" centered around the following three products:

AI Knowledge Data Platform "Helpfeel" that strengthens corporate AI

Knowledge Base for AI Training "Helpfeel Cosense"

AI that Remembers Images and Videos for You "Gyazo"