BellSystem24 Receives "HDI-Japan Award" at "GENIAC-PRIZE" Program Hosted by METI and NEDO

BellSystem24, Inc. (Headquarters: Minato-ku, Tokyo; Representative Director, President and Executive Officer: Hiroshi Kajiwara; hereinafter: the Company) is pleased to announce that its developing contact center generative AI automation solution, "Hybrid Operation Loop*," has received the "HDI-Japan Award" at the "GENIAC-PRIZE" program, hosted by the Ministry of Economy, Trade and Industry (METI) and the New Energy and Industrial Technology Development Organization (NEDO).

The "GENIAC-PRIZE" is a NEDO prize-based program with a total prize money of approximately 800 million yen, targeting themes where solutions using generative AI services are desired. It aims to encourage development and demonstration by diverse entities in various regions, accelerating the utilization and social implementation of generative AI applications.

HDI is the world's largest membership organization in the support service field, established in the United States in 1989, and created the world's first international certification system. HDI-Japan, its base in Japan, started customer-centric rating surveys by general consumers in 2006, leading the improvement of support quality in Japan. The "HDI-Japan Award," selected by Mr. Tatsumi Yamashita, representative of HDI-Japan and a judge for GENIAC-PRIZE, is evaluated based on criteria such as "contributing to the improvement of customer experience and employee experience, and adding value to business from a customer perspective," "being a customer support initiative that can be expanded to various industries and business types," and "not making AI tool introduction the main objective, thereby losing sight of the ultimate goal."

The Company received this award for its "Hybrid Operation Loop," which was demonstrated at its group subsidiary, SKY Perfect JSAT Customer Relations Corporation, with high praise for its use of AI in leveraging KCS (Knowledge-Centered Service) knowledge, which is essential for customer-centric support.

KCS is known as the global standard framework for knowledge management in contact centers. While KCS significantly improves productivity, operators are required to continuously create, structure, and update knowledge for each interaction, which demands high expertise and considerable time and effort.

To address these challenges, "Knowledge Generator," one of the unique technologies embedded in "Hybrid Operation Loop," uses generative AI to create and accumulate highly accurate knowledge structured according to KCS from call recording data. This system enables operators to practice KCS framework-based knowledge management during their regular response duties.

Leveraging the insights and demonstration results gained through this award, the Company will accelerate the functional enhancement and practical application of "Hybrid Operation Loop." Through the realization of next-generation contact centers that integrate the strengths of humans and AI, we will contribute to strengthening corporate competitiveness and solving societal challenges.

* Hybrid Operation Loop

BellSystem24's uniquely developed automation solution that incorporates generative AI specialized in automatic response generation and generative AI specialized in automatic knowledge generation into its process, equipped with technology and mechanisms to automatically generate a knowledge base from call conversation data.

Details URL: https://www.bell24.co.jp/ja/news/bell24/20241128/

About BellSystem24 Company URL:https://www.bell24.co.jp/

Since launching Japan's first full-scale call center service in 1982, BellSystem24, Inc. has built communication platforms that serve as contact points between various companies and consumers, establishing an industry standard model with its BPO business centered on contact centers. Currently, by integrating advanced human resources and cutting-edge technology, the company continues to evolve as a "Comprehensive BPO Partner." From innovating customer experience to optimizing business processes, it promotes corporate DX and accelerates the business evolution of client companies as a strategic partner creating next-generation corporate competitiveness.

Under the purpose of "supporting the richness of society through innovation and communication," we create new solutions that meet societal needs and contribute to the realization of a sustainable society.

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