Mobilus Launches New AI Features for Contact Centers: Enhancing Harassment Protection and Knowledge Management with Generative AI

Mobilus Corp., a developer and provider of CX solutions for contact centers, announced the sequential release of six new features for its 'MooA' operation support AI suite starting in May 2026, utilizing generative AI technology.

The new features will be implemented in the response support dashboard 'MooA CommNavi' and the knowledge management system 'MooA KnowledgeBase.' These enhancements were developed to strengthen employee protection against customer harassment, transform individual response expertise into organizational assets, improve quality, and increase operational efficiency.

Background and Objectives Customer harassment has become a serious social issue in Japan, leading to an amendment of the Labor Policy Comprehensive Promotion Act, which will mandate corporate countermeasures starting October 1, 2026. Contact centers face chronic labor shortages, where the mental burden of harassment accelerates turnover. Additionally, the 'knowledge gap'—where veteran expertise remains tacit and is lost when they leave—is a major challenge. Mobilus aims to use generative AI to automatically convert 'tacit knowledge' into 'explicit knowledge,' enabling effective operations regardless of experience level.

Overview of New Features ### 1. MooA CommNavi (Operator Dashboard) This dashboard supports operators with real-time AI voice recognition, transcription, and generative AI-driven context understanding and summarization. - **Real-time Monitoring Function**: Generative AI monitors calls for signs of customer harassment. It can detect seven specific states, including verbal abuse, intimidation, sexual harassment, and unreasonable demands, allowing supervisors to intervene and provide support promptly even in remote environments. - **Memo Template Function**: Links business-specific scripts with memo fields to shorten after-call work (ACW). It uses specialized summarization prompts to ensure consistent quality regardless of the operator's skill level. - **Improved Voice Recognition**: Accelerates the recording and processing of interactions.

### 2. MooA KnowledgeBase (Knowledge Management System) - **Knowledge Agent Function**: Generative AI automatically extracts knowledge from response logs, enabling efficient accumulation and updating of information. - **Knowledge Search & Management Functions**: Facilitates rapid access to necessary information and manages knowledge as a strategic organizational asset.

Through these features, Mobilus supports the reduction of psychological stress on operators and the realization of efficient, fast-resolving contact center operations.