AI Call Center to Automatically Arrange Transportation for Hospital Visits and Discharges

Overview

株式会社VISTA (VISTA Co., Ltd.) (Head Office: Akita City, Akita Prefecture, Representative Director: Ryo Toita, hereinafter "the Company") will launch the "Regional Transportation DX Project," a demonstration project to realize the DX of non-emergency medical transportation arrangements in collaboration with Akita City, starting in July 2026. This demonstration will be promoted as the "Akita City-Startup Collaboration Project," which was adopted at Akita Mayor's Quick Decision Pitch 2026.

This demonstration will be equipped with an "AI Call Center" function that automatically arranges vehicle dispatch, in addition to the matching system "Kai-Taku Net." From two entry points, the "AI Reservation" button within the web app and external phone calls, we will provide a system where wheelchair-accessible and stretcher-compatible care taxis and private ambulances can be dispatched simply by conveying information to the AI. Elderly individuals who do not own smartphones can also use this service with a single phone call.

The Company positions this demonstration as the first step towards realizing its vision of "creating a society where ambulances do not need to be called." From Akita, the region with the most advanced aging population, we will demonstrate a model of society where necessary medical transportation is available when needed, together with local governments.

Why Akita? - A Leading Region Facing Advanced Challenges

● Akita Prefecture has the highest elderly population rate in Japan at 40.3% (as of July 2025), exceeding 40% for the first time nationwide.

● The need for non-emergency medical transportation (NEMT) such as for hospital visits, discharges, and transfers is increasing year by year.

● In Akita City, all arrangements are made by phone.

● Arranging one trip requires calling 3 to 5 companies, taking tens of minutes to several hours.

● Requests do not reach businesses that cannot answer the phone, leading to lost opportunities.

● For those requiring wheelchairs or stretchers, options for medical transportation are limited as general taxis cannot accommodate them.

● Medical Social Workers (SW) and care managers are overwhelmed with arrangement tasks, impacting their primary duties.

This structural challenge is not unique to Akita City; it is an issue that all municipalities nationwide will eventually face. We will deliver a solution model from Akita, a region at the forefront of these challenges, to the rest of the country.

Initiative - Transportation Arrangement DX with Kai-Taku Net + AI Call Center

We will introduce "Kai-Taku Net," a matching system provided by our company, and the "AI Call Center," which automatically dispatches vehicles, to medical institutions, care facilities, and transportation providers in Akita City. Users can make arrangements according to their convenience through the following two entry points:

[Axis A] Self-Arrangement via Web App

● Target Users: Medical institutions, care facilities, care managers, etc.

● Input transportation conditions on the web screen and simultaneously request multiple providers with one tap.

● Matching completed and dispatch confirmed within minutes.

[Axis B] Automatic Dispatch Arrangement via AI Call Center

● Target Users: Individuals, their families, and related organizations.

● Reach the AI reception via the "AI Reservation" button in the web app or by making an external phone call (050-1807-9923).

● The entire process, from condition extraction to dispatch requests to providers, is completed automatically simply by conveying information to the AI verbally.

● If you inform the AI of the need for wheelchair or stretcher accessibility, it will automatically match you with providers who can accommodate.

● Available even to those unfamiliar with operating smartphones or computers, with just one phone call.

Axis A and Axis B can be used in conjunction, and users can choose based on their needs and the situation. We anticipate that Axis A will be used for manual web input by those making arrangements, while Axis B will be used for direct use by individuals and their families, or in urgent situations.

Before / After - Transformation of the Arrangement Process

Item

Before (Current Situation)

After (Demonstration)

Arrangement Method

Phone calls to multiple providers (3-5 companies)

One-tap on the web or request verbally to AI

Request to Providers

Confirming with each company by phone one by one

Simultaneous dispatch requests sent to multiple providers

Arrangement Time Required

Tens of minutes to 1 hour

Within minutes

Workload

Time consumed by phone calls

Completed with one tap or by leaving it to AI

Wheelchair/Stretcher Accommodation

Confirming and coordinating with accommodating providers one by one

Automatic matching by conveying accommodation conditions to AI

For Providers

Lost opportunities due to unanswered calls

Order reception, elimination of lost opportunities

Expected Effects

● Medical Institutions/Care Facilities: Reduced arrangement time, reduced work hours.

● Transportation Providers: Increased order opportunities, improved utilization rates, reduced burden of phone calls.

● Users/Families: Reduction in canceled hospital visits, improved medical access.

● Individuals Requiring Wheelchairs/Stretchers: AI automatically arranges for necessary vehicles, expanding options for medical transportation.

● Individuals: Expanded options for dispatch arrangements with a single phone call, even without a smartphone, allowing use without the assistance of family or caregivers.

● Akita City: Contribution to the region as a concrete outcome of the collaborative project, providing a basis for future policies.

● Industry as a Whole: Establishment of a model that reconstructs the analog structure of dispatch arrangements via phone/fax using DX x AI.

What is "Kai-Taku Net + AI Call Center"?

Kai-Taku Net is a matching system for non-emergency medical transportation developed by VISTA Co., Ltd. By inputting transportation conditions, it searches for available transportation providers in real-time and sends dispatch requests with one tap, transforming the analog arrangement process of "confirming with each company by phone" into digital real-time matching.

In addition, the "AI Call Center" function allows dispatch arrangements to be completed simply by conveying information to the AI through two entry points: the "AI Reservation" button within the web app and external phone calls (050-1807-9923). Even those who have difficulty using smartphones or PCs can use dispatch arrangements, including those for wheelchairs and stretchers, with just one phone call.

● Real-time Search: Instantly displays providers matching transportation conditions.

● Bulk Dispatch Request: Sends dispatch requests to multiple providers simultaneously.

● Immediate Matching: Dispatch confirmed upon provider acceptance.

● AI Reservation (Web Entry): Arrangements completed by conveying information to the AI via the "AI Reservation" button.

● AI Reservation (Phone Entry): Connects to AI reception by making an external phone call and requesting dispatch verbally.

● Wheelchair/Stretcher Accommodation: AI automatically extracts and matches conditions for necessary vehicles.

* This does not mean "automatic driving by AI" or "unmanned dispatch." The AI automates the administrative tasks of dispatch arrangements, and actual transportation is carried out by transportation providers within Akita City. VISTA's Vision for Society

VISTA Co., Ltd. has the following vision:

"Creating a society where ambulances do not need to be called."

Among those who are forced to call an ambulance, there are a certain number who could have managed with accompaniment for hospital visits or discharges if they had found transportation, but were forced to rely on 119.

We aim to create a society that benefits those who truly need ambulances by realizing a society where wheelchair-accessible and stretcher-compatible medical transportation is available when and as much as it is needed.

The "Regional Transportation DX Project" is the first step towards this goal. From Akita, the region with the most advanced aging population, we will expand the established model to municipalities nationwide that will eventually face the same challenges.

Contact Information

Company Name

VISTA Co., Ltd.

Representative Director

Ryo Toita

Head Office Address

2-1-8 Oroshicho, Akita City, Akita Prefecture

Phone Number

018-808-9409

Email Address

toita-r@vista-support.com

Company Homepage

https://vista-support.com/

App URL

https://app.kaitakunet.com/

Please feel free to contact us at the above information for any questions regarding this press release or for interview requests.