Business Transformation Accelerated by AI Toward Next-Generation Engagement Centers

In order for companies to improve their competitiveness, it is essential to achieve both efficiency in back-office operations and value creation at customer contact points.
While BPR and RPA have been introduced to streamline routine operations, many issues remain in non-routine operations that require judgment and in the increasingly complex area of customer support.

However, with the development of generative AI, the possibility of actually achieving results in these areas is expanding.
This presentation will introduce services that enable transformation of customer support operations, while explaining specific approaches and prospects for achieving operational transformation using generative AI, from back-office operations to customer engagement centers.

The Covid-19 epidemic has drastically changed the environment surrounding society and businesses.
In a complex and uncertain world that no one has ever experienced before, companies are required to adapt and transform to the new era.
What should we think about and work on in order to anticipate future changes and pave the way for the next future?

In order to envision the future and contribute to the acceleration of DX, we would like to share with you our thoughts on DX in the New Normal era from the three aspects of “business,” “technology,” and “organization/climate.