[Customer Harassment Countermeasure] Autonomous AI Phone Agent 'Supa-den' Complies with New Legislation—Automates Emotion Analysis, Evidence Preservation, and Escalation for Phone Operations
Kaitaku Inc. has launched a customer harassment (kasuhara) countermeasure feature for its AI phone agent, 'Supa-den.' In anticipation of the revised Labor Measures Comprehensive Promotion Act effective October 2026, it provides a system to record, escalate, and ensure legal compliance for harassment incidents at call centers.
📋 Article Processing Timeline
- 📰 Published: May 15, 2026 at 06:18
- 🔍 Collected: May 14, 2026 at 21:32
- 🤖 AI Analyzed: May 14, 2026 at 21:41 (8 min after Collected)
Kaitaku Inc. (Headquarters: Shinjuku-ku, Tokyo; CEO: Tomonori Matsuki) is launching a customer harassment (kasuhara) countermeasure feature for its AI phone agent, "Supa-den." In anticipation of the revised Labor Measures Comprehensive Promotion Act, which will be enforced in October 2026, we will provide a mechanism that collectively handles the recording, escalation, and legal compliance for customer harassment at telephone contact points.
**Background**
In June 2025, the revised Labor Measures Comprehensive Promotion Act, which obligates all business owners to take measures against customer harassment, was enacted and is set to be enforced on October 1, 2026. As the first legal obligation of its kind in Japan, customer harassment measures, which were previously left to the voluntary efforts of each company, will now be required of all companies regardless of industry or size.
Telephone contact points are one of the most common places where customer harassment occurs. However, the following challenges remain on the ground:
・Agents are forced to handle initial responses to unreasonable complaints and persistent demands based on their individual judgment.
・Insufficient recording and documentation make subsequent evidence preservation difficult.
・Ambiguous escalation standards lead to inconsistencies in the timing of call transfers.
With less than five months until enforcement, many companies are struggling to keep up. Supa-den's customer harassment countermeasure feature addresses this challenge by having AI handle the entire response flow.
**■ Three Key Points of the Customer Harassment Countermeasure Feature**
1. **Accurate Situation Assessment through Hearing × Emotion Analysis**
From the beginning of the call, the AI listens for "who, where, and what the problem is" and records the information in a structured manner. It detects and scores the speaker's emotional state in real-time, utilizing it to determine the response policy. The AI also responds to complaints and unreasonable demands according to pre-set policies.
2. **Automatic Evidence Preservation with Full Call Recording × Transcription**
The system records all call content and transcribes it in real-time. This automatically creates a record that can be used for subsequent review, legal action, and internal reporting, without relying on the agent's memory or notes. It also complies with the record-keeping requirements of the revised law.
3. **Unified Response Flow with Escalation × Legal Compliance**
The system judges the call content, emotion score, and nature of the request, and automatically transfers the call to an operator at the necessary timing. Since transfer conditions can be set in advance, it does not depend on the individual judgment of the agent. The entire feature is designed based on the guidelines of the revised Labor Measures Comprehensive Promotion Act, ensuring legal compliance as a system.
**Main Use Cases**
【Call Centers & Customer Service】
The AI handles the initial response to unreasonable demands and persistent complaints, recording everything with full recording and transcription. The emotion analysis and escalation features stabilize response quality while reducing the burden on agents.
【Municipal Government Offices】
The AI provides the initial response to unreasonable demands and harassing behavior from residents, automatically preserving records for subsequent action.
【Finance, Insurance & Leasing Industries】
The AI handles hearings and initial responses for complaints related to contracts and payments. It automatically determines which cases require transfer to an agent based on both emotion and content.
**A Comment from the CEO**
"With the enforcement of the revised Labor Measures Comprehensive Promotion Act, customer harassment countermeasures have become a duty for all companies. Telephone contact points, in particular, are prone to personalized responses, and inadequate records and inconsistent judgments increase risks on the ground. This new feature creates an environment where agents do not have to face customer harassment alone, as the AI handles the entire response flow. We believe it will be helpful for companies that want to prepare their systems now, without waiting for the October enforcement."
— Tomonori Matsuki, CEO, Kaitaku Inc.
**About Supa-den**
Supa-den is an AI phone agent that handles both inbound and outbound calls. The AI automatically conducts conversations and processes the summarization, analysis, and recording of the interaction in a single, integrated flow. From call center automation to improving the efficiency of sales calls, we address all challenges related to telephone operations.
**Main Features & Characteristics of "Supa-den"**
- **Full Automation of Outbound/Inbound Calls:** Provides one-stop automatic outbound calling based on pre-set scenarios and automatic branching responses for incoming calls.
- **Automatic Data Conversion of Call Logs:** Reflects full recordings and transcriptions on the dashboard in real-time, with output available via CSV/API.
- **CRM & Core System Integration:** Enables writing call results to CRM and referencing/updating inventory/property information via API.
- **Flexible Customization & Implementation:** A dedicated consultant supports the process from requirement definition to production deployment, assisting with system integration and scenario adjustments.
- **Enterprise-Grade Security:** Complies with Ministry of Internal Affairs and Communications guidelines, supports OWASP LLMSVS, features full communication encryption, and non-learning of voice data.
**Example Use Cases (Partial List)**
- **Municipalities:** 24-hour automated response for routine inquiries such as tax consultations and childcare support.
- **Real Estate Management:** Automation of initial responses for repair requests and viewing arrangements.
- **Recruitment Industry:** Post-registration follow-up with job seekers.
**Background**
In June 2025, the revised Labor Measures Comprehensive Promotion Act, which obligates all business owners to take measures against customer harassment, was enacted and is set to be enforced on October 1, 2026. As the first legal obligation of its kind in Japan, customer harassment measures, which were previously left to the voluntary efforts of each company, will now be required of all companies regardless of industry or size.
Telephone contact points are one of the most common places where customer harassment occurs. However, the following challenges remain on the ground:
・Agents are forced to handle initial responses to unreasonable complaints and persistent demands based on their individual judgment.
・Insufficient recording and documentation make subsequent evidence preservation difficult.
・Ambiguous escalation standards lead to inconsistencies in the timing of call transfers.
With less than five months until enforcement, many companies are struggling to keep up. Supa-den's customer harassment countermeasure feature addresses this challenge by having AI handle the entire response flow.
**■ Three Key Points of the Customer Harassment Countermeasure Feature**
1. **Accurate Situation Assessment through Hearing × Emotion Analysis**
From the beginning of the call, the AI listens for "who, where, and what the problem is" and records the information in a structured manner. It detects and scores the speaker's emotional state in real-time, utilizing it to determine the response policy. The AI also responds to complaints and unreasonable demands according to pre-set policies.
2. **Automatic Evidence Preservation with Full Call Recording × Transcription**
The system records all call content and transcribes it in real-time. This automatically creates a record that can be used for subsequent review, legal action, and internal reporting, without relying on the agent's memory or notes. It also complies with the record-keeping requirements of the revised law.
3. **Unified Response Flow with Escalation × Legal Compliance**
The system judges the call content, emotion score, and nature of the request, and automatically transfers the call to an operator at the necessary timing. Since transfer conditions can be set in advance, it does not depend on the individual judgment of the agent. The entire feature is designed based on the guidelines of the revised Labor Measures Comprehensive Promotion Act, ensuring legal compliance as a system.
**Main Use Cases**
【Call Centers & Customer Service】
The AI handles the initial response to unreasonable demands and persistent complaints, recording everything with full recording and transcription. The emotion analysis and escalation features stabilize response quality while reducing the burden on agents.
【Municipal Government Offices】
The AI provides the initial response to unreasonable demands and harassing behavior from residents, automatically preserving records for subsequent action.
【Finance, Insurance & Leasing Industries】
The AI handles hearings and initial responses for complaints related to contracts and payments. It automatically determines which cases require transfer to an agent based on both emotion and content.
**A Comment from the CEO**
"With the enforcement of the revised Labor Measures Comprehensive Promotion Act, customer harassment countermeasures have become a duty for all companies. Telephone contact points, in particular, are prone to personalized responses, and inadequate records and inconsistent judgments increase risks on the ground. This new feature creates an environment where agents do not have to face customer harassment alone, as the AI handles the entire response flow. We believe it will be helpful for companies that want to prepare their systems now, without waiting for the October enforcement."
— Tomonori Matsuki, CEO, Kaitaku Inc.
**About Supa-den**
Supa-den is an AI phone agent that handles both inbound and outbound calls. The AI automatically conducts conversations and processes the summarization, analysis, and recording of the interaction in a single, integrated flow. From call center automation to improving the efficiency of sales calls, we address all challenges related to telephone operations.
**Main Features & Characteristics of "Supa-den"**
- **Full Automation of Outbound/Inbound Calls:** Provides one-stop automatic outbound calling based on pre-set scenarios and automatic branching responses for incoming calls.
- **Automatic Data Conversion of Call Logs:** Reflects full recordings and transcriptions on the dashboard in real-time, with output available via CSV/API.
- **CRM & Core System Integration:** Enables writing call results to CRM and referencing/updating inventory/property information via API.
- **Flexible Customization & Implementation:** A dedicated consultant supports the process from requirement definition to production deployment, assisting with system integration and scenario adjustments.
- **Enterprise-Grade Security:** Complies with Ministry of Internal Affairs and Communications guidelines, supports OWASP LLMSVS, features full communication encryption, and non-learning of voice data.
**Example Use Cases (Partial List)**
- **Municipalities:** 24-hour automated response for routine inquiries such as tax consultations and childcare support.
- **Real Estate Management:** Automation of initial responses for repair requests and viewing arrangements.
- **Recruitment Industry:** Post-registration follow-up with job seekers.