Renxa Enhances Contact Center Quality Management with AI

Atsuaki Ito, an executive officer at Renxa Inc. (Reading: Renxa, Location: Toshima-ku, Tokyo, Representative Director: Koji Sakamoto, hereinafter "the Company"), spoke at the flagship event "Zoom CX Summit Tokyo 2026" hosted by Zoom Japan on July 7, 2026.

The event, themed "How AI is Transforming Customer Interaction: From 'Responsive CX' to 'Revenue-Generating CX'," was attended by approximately 400 participants, including executives and representatives from contact centers, customer support, sales, marketing, and DX promotion departments. Amidst presentations on the evolution of customer experience (CX) in the AI era and advanced case studies contributing to improved corporate competitiveness, the Company delivered a lecture on contact center operations utilizing AI and initiatives to enhance CX through human-AI collaboration.

The Company leverages the AI functions of Zoom Phone (※), provided by Zoom Communications, Inc. (hereinafter "Zoom"), to promote quality analysis of all calls through automatic transcription, keyword detection, and response quality scoring. This enables the rapid identification of interactions requiring improvement, which are then reflected in training and feedback, leading to enhanced response quality for each operator.

※ https://www.zoom.com/ja/products/voip-phone/

Contact Center Operations that Enhance Human Value with AI

In recent years, the contact center industry has seen rapid advancements in operational efficiency and customer experience (CX) improvement through AI, driven by labor shortages due to an aging population and diversifying customer needs. As the industry shifts towards an operational model where humans and AI collaborate, with AI analyzing inquiries and suggesting optimal responses to operators, contact centers are increasingly expected to do more than just handle inquiries; they are tasked with leveraging data obtained from customer touchpoints to improve services and drive business growth.

As Renxa's contact center business has expanded, its seating capacity has increased approximately fourfold, from about 150 seats in April 2021 to about 600 seats in July 2026. To align with this business scale expansion, a quality management system utilizing Zoom Phone's AI functions has been established to ensure uniform sales quality, improve productivity, and further enhance training and guidance systems.

The lecture introduced the initiative of operating a continuous quality management cycle that includes setting response quality evaluation criteria (scorecards), AI-driven response diagnostics, response quality scoring, real-time detection of low-scoring logs, and individual feedback to the relevant operators. By conducting quality analysis on all calls through automatic transcription and keyword detection, the Company rapidly identifies interactions needing improvement, reflecting these findings in training and feedback to foster the continuous skill development of each operator.

Furthermore, the Company accumulates not only overt complaints but also "latent voices" such as customers' minor dissatisfactions and misunderstandings, which could lead to future issues, as crucial improvement data. By combining AI analysis results with on-site expertise, a unique operational system has been established to reflect these insights into training content, talk scripts, and operational flow improvements through quality improvement meetings.

Additionally, by integrating the know-how gained from its sales support business with its BPO operational expertise, the Company practices high-value-added contact center operations that support client business growth, extending beyond mere contract work to include operational design and improvement proposals.

Future Outlook

The Company views AI not as a "replacement for humans" but as a "partner that enhances human value." By merging AI-driven call analysis and quality evaluation with the hospitality that only humans can provide, the Company aims to realize the next generation of contact centers that balance improved customer experience (CX) with enhanced corporate profitability.

Furthermore, incorporating the insights gained from this presentation and the latest industry trends, the Company will further evolve its AI-driven quality improvement initiatives. It will also expand the know-how cultivated in contact centers to face-to-face channels such as stores and event booths, promoting CX improvement across all customer touchpoints within the group. The Company also foresees opportunities to leverage these insights across the diverse business foundations and partner touchpoints within its group, aiming to create broader value. Moving forward, through the provision of services that maximize the strengths of both humans and AI, the Company will support customer problem-solving and the sustainable growth of businesses, while striving to create new value for contact centers in the AI era.

About Renxa Inc.

Renxa provides comprehensive support for essential lifelines such as electricity, gas, water, and internet, as well as fixed-cost reviews including insurance, tailored to the lifestyle and values of each individual. Through telemarketing and the web, the Company delivers a wide range of services that support "daily life" nationwide. For corporations, Renxa offers solutions that support sustainable growth by leveraging its extensive experience and know-how in the life infrastructure business, including BPO support such as accepting call center operations like customer support and sales agency, and promoting business co-creation through partnerships with other companies. As a "platform connecting life and business," Renxa aims to create a richer and more sustainable future by spreading a "chain" of comfortable services that connect consumers and society.

Company Name: Renxa Inc. Representative Director: Koji Sakamoto Head Office Location: 3-13-3 Higashi-Ikebukuro, Toshima-ku, Tokyo Established: April 2017 URL: https://renxa.co.jp/