Training 'God-Tier' Operators with AI x Role-Play: Release of 'InnovaCall', a Service for Contact Centers
AR Advanced Technology, Inc. released 'InnovaCall' on April 1, 2026, a service that supports operator training in contact centers using generative AI.
📋 Article Processing Timeline
- 📰 Published: April 1, 2026 at 22:00
- 🔍 Collected: April 1, 2026 at 16:47
- 🤖 AI Analyzed: April 21, 2026 at 11:02 (474h 14m after Collected)
AR Advanced Technology, Inc. (Headquarters: Shibuya-ku, Tokyo, President & CEO: Toshinori Takeuchi, hereafter ARI) released 'InnovaCall', a service that continuously supports human resource development and response quality improvement in contact centers, on April 1, 2026.
InnovaCall is a name that combines 'Innovation' and 'Call'. It is a service that utilizes AI and data to support human resource development and improve response quality against structural issues faced by the contact center industry, such as chronic human resource shortages, high turnover rates, and variations in response quality.
InnovaCall provides an environment where operators can practice practical responses anytime and as many times as they want. It supports the development of so-called 'god-tier response' operators who can read the essential needs behind customers' emotions and backgrounds and create satisfaction through empathetic responses.
■ Development Background: The 'human-only response capability' required in the AI era
Contact centers are highly demanding frontlines that simultaneously require the knowledge work of routine inquiry handling and the emotional work of empathizing with customers.
On the other hand, they have long faced issues such as a lack of guidance man-hours for SVs (supervisors), a lack of role-play opportunities, early turnover of new operators, and the personalization of evaluations.
ARI has been involved in contact centers for many years, from building and operating systems and selecting solutions to improving center operations. Based on this knowledge, we advocate a new division of roles where AI handles the areas it excels in, and humans focus on advanced communication that AI cannot replace.
InnovaCall was developed based on frontline needs as an initiative to support human resource development and response quality improvement within this context.
■ Features of InnovaCall
1. Realistic voice role-play using generative AI
Generative AI acts as the customer and interacts with the speed, pauses, and tone of a human conversation. The conversation develops flexibly according to the operator's spoken content, enabling practice that is close to an actual response.
2. Easy scenario creation just by loading a manual
AI automatically generates scenarios simply by loading business manuals and scripts. Detailed, word-for-word settings are not required, significantly reducing the burden on trainers.
3. Diverse response training through persona settings
Customer emotions, backgrounds, difficulty levels, etc., can be set, making it possible to recreate complaint handling and highly difficult cases. It strengthens the practical skills required on the frontline.
4. Automatic evaluation and immediate feedback
After the role-play, the AI immediately presents an evaluation score and areas for improvement. It supports objective reflection through transcripts of conversation logs.
■ Implementation Effects: 4 values directly linked to management indicators
The following effects can be expected by implementing InnovaCall.
InnovaCall is a name that combines 'Innovation' and 'Call'. It is a service that utilizes AI and data to support human resource development and improve response quality against structural issues faced by the contact center industry, such as chronic human resource shortages, high turnover rates, and variations in response quality.
InnovaCall provides an environment where operators can practice practical responses anytime and as many times as they want. It supports the development of so-called 'god-tier response' operators who can read the essential needs behind customers' emotions and backgrounds and create satisfaction through empathetic responses.
■ Development Background: The 'human-only response capability' required in the AI era
Contact centers are highly demanding frontlines that simultaneously require the knowledge work of routine inquiry handling and the emotional work of empathizing with customers.
On the other hand, they have long faced issues such as a lack of guidance man-hours for SVs (supervisors), a lack of role-play opportunities, early turnover of new operators, and the personalization of evaluations.
ARI has been involved in contact centers for many years, from building and operating systems and selecting solutions to improving center operations. Based on this knowledge, we advocate a new division of roles where AI handles the areas it excels in, and humans focus on advanced communication that AI cannot replace.
InnovaCall was developed based on frontline needs as an initiative to support human resource development and response quality improvement within this context.
■ Features of InnovaCall
1. Realistic voice role-play using generative AI
Generative AI acts as the customer and interacts with the speed, pauses, and tone of a human conversation. The conversation develops flexibly according to the operator's spoken content, enabling practice that is close to an actual response.
2. Easy scenario creation just by loading a manual
AI automatically generates scenarios simply by loading business manuals and scripts. Detailed, word-for-word settings are not required, significantly reducing the burden on trainers.
3. Diverse response training through persona settings
Customer emotions, backgrounds, difficulty levels, etc., can be set, making it possible to recreate complaint handling and highly difficult cases. It strengthens the practical skills required on the frontline.
4. Automatic evaluation and immediate feedback
After the role-play, the AI immediately presents an evaluation score and areas for improvement. It supports objective reflection through transcripts of conversation logs.
■ Implementation Effects: 4 values directly linked to management indicators
The following effects can be expected by implementing InnovaCall.