Introduction of Generative AI Summary Support System 'C-AI' to Contact Center

Misawa Homes Co., Ltd. (President and Representative Director: Tetsuya Sakuo) introduced a voice-enabled generative AI summary support system (C-AI) to its customer contact center in October 2025. By using generative AI to support the registration of call content (ACW) received from customers, the company reduced post-call processing time by approximately 4 minutes and 30 seconds per case. This allows operators to shift time previously spent on administrative tasks to high-value work that only humans can perform, such as dialogue with customers and considering optimal solutions, thereby improving customer satisfaction and providing better living value. Given the severe labor shortage and the need for rapid responses to diversifying lifestyles in the housing industry, this AI adoption aims not only to save labor but also to increase labor productivity through DX promotion. By fusing technology with human sensibility, the company aims to build a sustainable service system that supports safe and secure living. Misawa Homes will continue to enhance operational productivity through DX and generative AI to increase time spent with customers, providing services and mechanisms that lead to improved living value and satisfaction.