Bellsystem24 Wins 'HDI-Japan Award' at 'GENIAC-PRIZE', a Prize-Based Program Hosted by METI and NEDO
Bellsystem24 announced that its contact center generative AI solution under development, 'Hybrid Operation Loop', won the 'HDI-Japan Award' in the 'GENIAC-PRIZE' program hosted by METI and NEDO.
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- 📰 Published: April 2, 2026 at 19:00
- 🔍 Collected: April 2, 2026 at 14:31
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Bellsystem24, Inc. (Headquarters: Minato-ku, Tokyo; Representative Director, President, and CEO: Hiroshi Kajiwara; hereinafter 'the Company') announced that its contact center generative AI automation solution currently under development, 'Hybrid Operation Loop*', has received the 'HDI-Japan Award' in the 'GENIAC-PRIZE', a prize-based program hosted by the Ministry of Economy, Trade and Industry (METI) and the New Energy and Industrial Technology Development Organization (NEDO).
'GENIAC-PRIZE' is a NEDO prize-based program with a total prize pool of approximately 800 million yen, targeting themes where solutions using generative AI services are desired. It encourages development and demonstration by diverse entities across various regions, aiming to accelerate the utilization and social implementation of generative AI applications.
HDI, founded in the United States in 1989, is the industry's largest membership organization that established the world's first international certification system in the support services field. HDI-Japan, its base in Japan, began conducting rating surveys from a 'customer perspective' by general consumers in 2006, leading the improvement of support quality in Japan. The 'HDI-Japan Award', selected by Tatsumi Yamashita, representative of HDI-Japan and a judge for GENIAC-PRIZE, is based on the evaluation criteria that the initiative 'contributes to the improvement of customer experience and employee experience, adding value to the business from the customer's perspective,' 'is a customer support initiative that can be expanded to various industries and business types,' and 'does not put the cart before the horse by making the introduction of AI tools the primary goal.'
The Company received this award for the 'Hybrid Operation Loop', which was demonstrated at its group subsidiary Sky Perfect Customer Relations Co., Ltd., highly evaluated for utilizing AI for 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 can significantly improve productivity, it often requires high expertise and substantial time and effort for operators to continuously create, structure, and update knowledge with every interaction.
To address these challenges, the 'Knowledge Generator', one of the proprietary technologies equipped in the 'Hybrid Operation Loop', allows generative AI to generate and accumulate highly accurate knowledge in accordance with the KCS structure from call recording data. It provides a mechanism where knowledge management based on the KCS framework is practiced while operators perform their regular response duties.
Leveraging the insights and demonstration results gained through this award, the Company will accelerate the functional enhancement and commercialization of the '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 social issues.
* Hybrid Operation Loop
A proprietary automation solution developed by Bellsystem24 equipped with a mechanism and technology to automatically generate a knowledge base from call data by incorporating generative AI specialized in automatic response generation and generative AI specialized in automatic knowledge generation into the process.
Detail URL: https://...
'GENIAC-PRIZE' is a NEDO prize-based program with a total prize pool of approximately 800 million yen, targeting themes where solutions using generative AI services are desired. It encourages development and demonstration by diverse entities across various regions, aiming to accelerate the utilization and social implementation of generative AI applications.
HDI, founded in the United States in 1989, is the industry's largest membership organization that established the world's first international certification system in the support services field. HDI-Japan, its base in Japan, began conducting rating surveys from a 'customer perspective' by general consumers in 2006, leading the improvement of support quality in Japan. The 'HDI-Japan Award', selected by Tatsumi Yamashita, representative of HDI-Japan and a judge for GENIAC-PRIZE, is based on the evaluation criteria that the initiative 'contributes to the improvement of customer experience and employee experience, adding value to the business from the customer's perspective,' 'is a customer support initiative that can be expanded to various industries and business types,' and 'does not put the cart before the horse by making the introduction of AI tools the primary goal.'
The Company received this award for the 'Hybrid Operation Loop', which was demonstrated at its group subsidiary Sky Perfect Customer Relations Co., Ltd., highly evaluated for utilizing AI for 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 can significantly improve productivity, it often requires high expertise and substantial time and effort for operators to continuously create, structure, and update knowledge with every interaction.
To address these challenges, the 'Knowledge Generator', one of the proprietary technologies equipped in the 'Hybrid Operation Loop', allows generative AI to generate and accumulate highly accurate knowledge in accordance with the KCS structure from call recording data. It provides a mechanism where knowledge management based on the KCS framework is practiced while operators perform their regular response duties.
Leveraging the insights and demonstration results gained through this award, the Company will accelerate the functional enhancement and commercialization of the '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 social issues.
* Hybrid Operation Loop
A proprietary automation solution developed by Bellsystem24 equipped with a mechanism and technology to automatically generate a knowledge base from call data by incorporating generative AI specialized in automatic response generation and generative AI specialized in automatic knowledge generation into the process.
Detail URL: https://...