Mobilus Launches New AI Features for Contact Centers: Enhancing Harassment Protection and Knowledge Management with Generative AI
Mobilus Corp. will sequentially release six new generative AI features for its 'MooA' operation support AI starting May 2026. These updates focus on customer harassment protection ahead of new legal mandates and automate knowledge extraction from logs. The goal is to protect employees, improve service quality, and bridge the 'knowledge gap' caused by labor shortages.
📋 Article Processing Timeline
- 📰 Published: May 21, 2026 at 19:00
- 🔍 Collected: May 21, 2026 at 10:31
- 🤖 AI Analyzed: May 27, 2026 at 08:23 (141h 52m after Collected)
Mobilus Corp., a developer and provider of CX solutions for contact centers, announced the sequential release of six new features for its 'MooA' operation support AI suite starting in May 2026, utilizing generative AI technology.
The new features will be implemented in the response support dashboard 'MooA CommNavi' and the knowledge management system 'MooA KnowledgeBase.' These enhancements were developed to strengthen employee protection against customer harassment, transform individual response expertise into organizational assets, improve quality, and increase operational efficiency.
## Background and Objectives
Customer harassment has become a serious social issue in Japan, leading to an amendment of the Labor Policy Comprehensive Promotion Act, which will mandate corporate countermeasures starting October 1, 2026. Contact centers face chronic labor shortages, where the mental burden of harassment accelerates turnover. Additionally, the 'knowledge gap'—where veteran expertise remains tacit and is lost when they leave—is a major challenge. Mobilus aims to use generative AI to automatically convert 'tacit knowledge' into 'explicit knowledge,' enabling effective operations regardless of experience level.
## Overview of New Features
### 1. MooA CommNavi (Operator Dashboard)
This dashboard supports operators with real-time AI voice recognition, transcription, and generative AI-driven context understanding and summarization.
- **Real-time Monitoring Function**: Generative AI monitors calls for signs of customer harassment. It can detect seven specific states, including verbal abuse, intimidation, sexual harassment, and unreasonable demands, allowing supervisors to intervene and provide support promptly even in remote environments.
- **Memo Template Function**: Links business-specific scripts with memo fields to shorten after-call work (ACW). It uses specialized summarization prompts to ensure consistent quality regardless of the operator's skill level.
- **Improved Voice Recognition**: Accelerates the recording and processing of interactions.
### 2. MooA KnowledgeBase (Knowledge Management System)
- **Knowledge Agent Function**: Generative AI automatically extracts knowledge from response logs, enabling efficient accumulation and updating of information.
- **Knowledge Search & Management Functions**: Facilitates rapid access to necessary information and manages knowledge as a strategic organizational asset.
Through these features, Mobilus supports the reduction of psychological stress on operators and the realization of efficient, fast-resolving contact center operations.
The new features will be implemented in the response support dashboard 'MooA CommNavi' and the knowledge management system 'MooA KnowledgeBase.' These enhancements were developed to strengthen employee protection against customer harassment, transform individual response expertise into organizational assets, improve quality, and increase operational efficiency.
## Background and Objectives
Customer harassment has become a serious social issue in Japan, leading to an amendment of the Labor Policy Comprehensive Promotion Act, which will mandate corporate countermeasures starting October 1, 2026. Contact centers face chronic labor shortages, where the mental burden of harassment accelerates turnover. Additionally, the 'knowledge gap'—where veteran expertise remains tacit and is lost when they leave—is a major challenge. Mobilus aims to use generative AI to automatically convert 'tacit knowledge' into 'explicit knowledge,' enabling effective operations regardless of experience level.
## Overview of New Features
### 1. MooA CommNavi (Operator Dashboard)
This dashboard supports operators with real-time AI voice recognition, transcription, and generative AI-driven context understanding and summarization.
- **Real-time Monitoring Function**: Generative AI monitors calls for signs of customer harassment. It can detect seven specific states, including verbal abuse, intimidation, sexual harassment, and unreasonable demands, allowing supervisors to intervene and provide support promptly even in remote environments.
- **Memo Template Function**: Links business-specific scripts with memo fields to shorten after-call work (ACW). It uses specialized summarization prompts to ensure consistent quality regardless of the operator's skill level.
- **Improved Voice Recognition**: Accelerates the recording and processing of interactions.
### 2. MooA KnowledgeBase (Knowledge Management System)
- **Knowledge Agent Function**: Generative AI automatically extracts knowledge from response logs, enabling efficient accumulation and updating of information.
- **Knowledge Search & Management Functions**: Facilitates rapid access to necessary information and manages knowledge as a strategic organizational asset.
Through these features, Mobilus supports the reduction of psychological stress on operators and the realization of efficient, fast-resolving contact center operations.
FAQ
MooAの新機能が提供開始される時期はいつですか？
2026年5月より順次提供が開始されます。
「リアルタイムモニタリング機能」ではどのような状態を検知できますか？
暴言、威圧、セクシャルハラスメント、繰り返し要求、金品不当要求、無理難題、交代要求の7つの状態を生成AIが早期発見します。
ナレッジエージェント機能とはどのようなものですか？
生成AIが応対ログからナレッジ（知識やノウハウ）を自動抽出し、ナレッジベースの更新を効率化する機能です。
今回の機能開発の背景にある社会的な課題は何ですか？
深刻な社会問題となっているカスタマーハラスメント（カスハラ）への対策義務化（2026年10月施行）や、コンタクトセンターの人手不足、ベテランの離職によるナレッジの断絶です。
MooA CommNaviはどのような役割を担いますか？
AIによるリアルタイム音声認識、文字起こし、話者特定、文脈理解、要約を通じて、オペレーターの回答を支援するダッシュボードです。