NTT TechnoCross Integrates AI Voicebot with Operator Support Solution in 'CTBASE®' Series
NTT TechnoCross will launch a new integration feature for its 'CTBASE®' call center solution on May 27, 2026, linking its AI voicebot with operator support solutions to enable seamless information transfer.
📋 Article Processing Timeline
- 📰 Published: May 22, 2026 at 20:00
- 🔍 Collected: May 22, 2026 at 11:31
- 🤖 AI Analyzed: May 22, 2026 at 12:26 (54 min after Collected)
NTT TechnoCross Corporation announced that starting May 27, 2026, it will offer a new feature for its 'CTBASE®' call center solution series. This feature integrates the AI voicebot 'CTBASE/SmartCommunicator' with the operator support solution 'ForeSight Voice Mining®,' enabling seamless information transfer when switching from AI automated responses to human operators.
The 'CTBASE' series is an integrated solution that supports call center operations and management by providing voice infrastructure, AI-based support, and analysis of interaction data.
In recent years, the call center industry has been increasingly adopting voicebots for automated responses to address labor shortages and improve efficiency. However, for complex inquiries or cases requiring additional verification, voicebots alone cannot complete the request. Insufficient handover information previously required customers to repeat basic information, creating a significant challenge.
By integrating 'CTBASE/SmartCommunicator' with 'ForeSight Voice Mining,' the interaction history and summary handled by the voicebot are passed to the operator, ensuring a smooth and continuous response flow.
This reduces the burden on operators by simplifying the grasp of interaction details while enabling customers to convey their purpose without explaining the same details multiple times.
Features of the integration:
(1) Automatic display of handover information: When inquiries not completed by the voicebot are handed over, the system automatically displays the content and summary of the voicebot interaction on the operator's screen. Along with basic information like name and phone number, operators can start the conversation after grasping the customer's situation, preventing repeated questions.
(2) Reference to業務 manuals and knowledge: Related manuals and FAQs are displayed on the operator screen based on the interaction content, enabling support even for difficult inquiries.
Future outlook:
Moving forward, the company will further promote integration between CRM and AI voicebots in the 'CTBASE' series. This aims to create an environment where past interactions can be centrally managed in the CRM, allowing operators to understand customer context more accurately upon repeat inquiries.
Pricing:
Please inquire for detailed pricing plans and implementation support.
About the 'CTBASE' series:
Provided since 1999, the series includes IVR, CRM, and AI voicebot solutions needed for call center operations.
About 'CTBASE/SmartCommunicator':
An AI voicebot that automatically answers based on customer content, utilized across financial, telecommunications, and energy sectors.
About 'ForeSight Voice Mining':
An AI solution for call centers utilizing NTT's proprietary speech recognition and language analysis technologies to improve interaction quality and CX.
The 'CTBASE' series is an integrated solution that supports call center operations and management by providing voice infrastructure, AI-based support, and analysis of interaction data.
In recent years, the call center industry has been increasingly adopting voicebots for automated responses to address labor shortages and improve efficiency. However, for complex inquiries or cases requiring additional verification, voicebots alone cannot complete the request. Insufficient handover information previously required customers to repeat basic information, creating a significant challenge.
By integrating 'CTBASE/SmartCommunicator' with 'ForeSight Voice Mining,' the interaction history and summary handled by the voicebot are passed to the operator, ensuring a smooth and continuous response flow.
This reduces the burden on operators by simplifying the grasp of interaction details while enabling customers to convey their purpose without explaining the same details multiple times.
Features of the integration:
(1) Automatic display of handover information: When inquiries not completed by the voicebot are handed over, the system automatically displays the content and summary of the voicebot interaction on the operator's screen. Along with basic information like name and phone number, operators can start the conversation after grasping the customer's situation, preventing repeated questions.
(2) Reference to業務 manuals and knowledge: Related manuals and FAQs are displayed on the operator screen based on the interaction content, enabling support even for difficult inquiries.
Future outlook:
Moving forward, the company will further promote integration between CRM and AI voicebots in the 'CTBASE' series. This aims to create an environment where past interactions can be centrally managed in the CRM, allowing operators to understand customer context more accurately upon repeat inquiries.
Pricing:
Please inquire for detailed pricing plans and implementation support.
About the 'CTBASE' series:
Provided since 1999, the series includes IVR, CRM, and AI voicebot solutions needed for call center operations.
About 'CTBASE/SmartCommunicator':
An AI voicebot that automatically answers based on customer content, utilized across financial, telecommunications, and energy sectors.
About 'ForeSight Voice Mining':
An AI solution for call centers utilizing NTT's proprietary speech recognition and language analysis technologies to improve interaction quality and CX.
FAQ
CTBASEシリーズのAIボイスボットとForeSight Voice Miningの連携で何ができるようになりますか？
AIボイスボットによる自動応対からオペレーターへ引き継ぐ際、会話履歴や要約を自動で引き継ぐことで、スムーズな応対とオペレーターの負担軽減が可能になります。
この連携機能はいつから提供されますか？
2026年5月27日より提供開始されます。
引き継ぎ時の主なメリットは何ですか？
オペレーター画面への自動表示により、お客様の状況を事前把握できるため、同じ質問の繰り返しを防ぎ、適切な業務マニュアルやFAQを参照しながらの応対が可能になります。
今後の展開予定はありますか？
CRM（顧客応対管理）とAIボイスボットの連携をさらに推進し、顧客の問い合わせ経緯や目的をより正確に把握できる環境の実現を目指します。
NTTテクノクロスのコールセンター向け製品にはどのようなものがありますか？
IVRの「CTBASE/Intelligent Router」、CRMの「CTBASE/AgentProSMART」、AIボイスボットの「CTBASE/SmartCommunicator」などを展開しています。