TSK Sanin Chuo TV Launches Voice AI Proof-of-Concept with Verbex for First-Line Call Reception

TSK Sanin Chuo Television Broadcasting Co., Ltd. (Headquarters: Matsue City, Shimane Prefecture; President and CEO: Tajibana Uemon; hereinafter "TSK Sanin Chuo TV") has partnered with Verbex Inc., a developer and provider of voice dialogue AI platforms, to launch a proof-of-concept (PoC) experiment that uses voice AI to support customer inquiries for its "TSK Brand Item Mail-in Buyback Service."

Background and Challenges

The TSK Sanin Chuo TV Business Division launched the "TSK Brand Item Mail-in Buyback Service" as a new business in May 2026.

Since the service launch, the division has received daily inquiries regarding application procedures, shipping methods, and other topics. However, as the service is still new, some inquiries cannot be answered immediately, posing a challenge in improving customer service quality.

Additionally, frontline staff must handle incoming calls, listen to inquiries, verify details, and provide responses. While essential, this call-handling duty diverts employees from their core responsibilities.

To address these issues, TSK has decided to evaluate the use of voice dialogue AI as a means to reduce employee workload while enhancing customer service quality.

Overview of the Proof-of-Concept (PoC)

In this PoC, a voice AI agent will handle first-line call reception, automatically responding to inquiries based on content or directing callers to appropriate contacts when AI responses are insufficient.

Initial testing will be conducted internally. After evaluating operational results and identifying challenges, the system will be progressively introduced for customer-facing operations.

The voice AI will provide immediate responses to inquiries it can answer based on pre-trained FAQ knowledge. For cases involving individual circumstances or requiring specialized judgment, the AI will guide callers to the appropriate contact points.

The initial focus of this verification is on inquiries related to the "TSK Brand Item Mail-in Buyback Service." Going forward, the scope will be gradually expanded to other internal services, aiming to improve efficiency across all company call-handling operations and enabling employees to focus on their primary duties.

Features of the Voice AI

Verbex's voice AI combines natural Japanese dialogue control technology with a real-time voice processing platform, enabling smooth voice responses. A key feature is its intent analysis, which considers the context of inquiries to support accurate routing to the appropriate department or specialist. The system is also designed to seamlessly transition from AI to human agents, allowing for a natural handover when necessary.

About the Voice AI Implementation Support Business

Starting in fiscal year 2026, TSK Sanin Chuo TV has partnered with Verbex Inc. to launch a voice AI implementation support business for municipalities and enterprises. Leveraging insights gained from its own internal deployment, TSK will offer optimized voice AI solutions from the customer's perspective and support operational efficiency improvements, such as in call reception.

Contact for Inquiries

Corporate Division, DX Promotion Department TSK Sanin Chuo Television Broadcasting Co., Ltd.

Contact: Itagaki, Miyabe

140-1 Mukajima-cho, Matsue City, Shimane Prefecture 690-8666

TEL: 0852-31-0161

FAX: 0852-22-3973