AI Contact Center "HARMONY Ver1.07" Released, Leveraging Generative AI!

Logical Arts Inc. (hereinafter "Logical Arts," Headquarters: Osaka, Osaka Prefecture, Representative Director: Mitsuhiro Jogaki) released the AI Contact Center "HARMONY Ver1.07" on April 1, 2026.

HARMONY is a state-of-the-art system based on Amazon Web Services' cloud-based contact center service "Amazon Connect." It provides essential contact center operational functions such as customer management, call history management, predictive dialing, seat mapping, and performance analysis, along with generative AI-powered features like transcription, call summarization, and conversation minute generation.

Version 1.07 introduces new features including support for the latest LLMs (Large Language Models), enhanced seat mapping tailored to organizational structures, and multi-prompt support for optimal instructions per task, further reducing the workload on operators.

New Features Updated in Ver1.07

1. Support for the Latest LLMs (Significantly Improved AI Accuracy and 80% ACW Reduction)

Newly added support for OpenAI's "ChatGPT-5.4," "ChatGPT-5.4-mini," "ChatGPT-5.4-nano," Anthropic's "Claude 4.5 Haiku," "Claude 4.6 Sonnet," "Claude 4.6 Opus," and various Azure OpenAI models from Microsoft.

Users can select the model's inference level from "Lightweight," "Balanced," and "Precise," and it also supports adaptive thinking mode, allowing optimization of inference time and model accuracy.

With the improved performance of the models, the accuracy of various AI functions such as conversation minute generation, AI automatic input, and category tagging has significantly increased.

This achieves an 80% reduction in after-call work (ACW).

2. Enhanced Seat Map Function (Organizational Hierarchy Management and Alert Function)

The seat map, which allows at-a-glance understanding of operator availability, now includes a function to group and manage agents and supervisors by hierarchical levels such as "department," "section," and "team."
This enables agent management tailored to the organizational structure.

Additionally, the daily number of incoming and outgoing calls is displayed for each operator, and alerts are shown if the status time for calls or ACW exceeds a preset duration, supporting call center visualization and efficiency.

3. Multi-Prompt Support (Automatic Prompt Selection According to Task)

Users can now select the prompt to instruct the LLM from multiple pre-prepared prompts, tailored to the specific task.
Individual prompts can be utilized for AI proofreading, AI summarization, and conversation minute generation, enabling appropriate AI utilization even when operators handle various tasks concurrently.

Furthermore, prompts can be automatically selected based on the task, eliminating the need for manual switching.

Benefits of New Features

The addition of the latest features simultaneously achieves improved productivity and standardization of quality in call center operations.
It enables more efficient and advanced operations for both operators and managers.

• Reduced Operator Burden and Focus on Response Tasks: Efficiency improvements in post-processing and input tasks create an environment where operators can concentrate on customer interactions.

• Streamlined Management and Faster Decision-Making: An overview of the on-site situation enables appropriate judgments and smooth management.

• Increased Operational Flexibility: AI utilization tailored to task content allows flexible response to concurrent handling of multiple tasks and operational changes.

Features of AI Contact Center "HARMONY"

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This video clearly introduces common on-site challenges with animation and simply explains how HARMONY can solve them.

"Please watch the video to learn about HARMONY's main features and introduction benefits!"

■ Click here for the "HARMONY" explanatory video

http://y2u.be/Gn1PHRjviAk

"HARMONY" Main Functions and Usage Scenes

It is equipped with a wealth of functions necessary for call center operations, such as generative AI-powered call summarization, transcription, transcription proofreading, conversation minute generation, customer management function, predictive dialing function, seat map function, and performance analysis function.

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Would you like to simultaneously achieve improved operational efficiency and enhanced customer response quality with a generative AI-powered call center system?
For details or consultations, please contact Logical Arts Inc.

■ Click here to learn more about "HARMONY"

https://logical.co.jp/service/harmony/

Trial Plan

We are conducting a 2-month free trial campaign. Please contact us for details and conditions.

HARMONY Pricing

You can optimize costs without waste by licensing only the necessary number of users.

Please consult Logical Arts for plan proposals tailored to your needs, Amazon Connect implementation consulting, customer data integration, and other customizations.