RevComm Announces New Service "MiiTel Synapse Agent" (Beta)

RevComm Inc. (RevComm, Headquarters: Chiyoda-ku, Tokyo, Representative Director: Takeshi Aida) has released "MiiTel Synapse Agent" (Beta), a new service where AI resolves routine inquiries through natural conversation and seamlessly transfers calls to human agents.

This service allows AI to handle routine inbound calls, enabling human operators to focus on complex consultations and "human-only responses" that require advanced judgment. This supports addressing chronic labor shortages, reducing training and education costs, and improving response quality and customer satisfaction.

History of Voice Analysis AI "MiiTel"

Since launching the call analysis AI "MiiTel Phone" in October 2018, RevComm has developed and provided call center analysis AI "MiiTel Call Center," web conference analysis AI "MiiTel Meetings," and in-person conversation analysis AI "MiiTel RecPod," contributing to improved corporate productivity. Furthermore, in response to the rapid recent development of generative AI, RevComm began offering the generative AI solution "MiiTel Synapse" in 2026, expanding its services into a platform that digitizes conversations in all communication settings for use in business improvement and management decision-making.

About "MiiTel Synapse Agent" (Beta)

"MiiTel Synapse Agent" (Beta) is an AI agent that responds to routine inquiries in inbound operations with natural and flexible dialogue. By having AI handle inquiries that can be answered based on certain rules and knowledge, such as business hours, procedure methods, order status, reservation status, delivery status, inventory checks, reservation acceptance, and frequently asked questions, it reduces the burden on human agents. On the other hand, it can smoothly transfer to human agents in situations requiring detailed customer interaction, such as complex consultations, cases requiring individual judgment, contract modifications, or upgrade proposals. Since "MiiTel" has a built-in telephony platform, the AI agent can seamlessly transfer calls to a担当者 (person in charge) or operator based on the content of the AI's response, if necessary. Instead of relying solely on AI, it appropriately separates inquiries that AI should handle from those that humans should handle, thereby achieving both operational efficiency and improved response quality without compromising the customer experience.

Furthermore, by using it in conjunction with the "MiiTel" voice analysis AI platform, conversations handled by AI agents and those handled by humans can be managed on the same platform. This enables end-to-end analysis of inquiry trends, improvement of FAQs and scenarios, standardization of response quality, and agent training.

What is particularly important for future AI utilization is how quickly and continuously each company can accumulate and utilize conversation data generated at its customer touchpoints. By accumulating proprietary conversation data on MiiTel, it becomes possible to tune the AI agent's speaking style and response content for each company, tailored to the industry, products, region, business flow, and characteristics of customer touchpoints.

In other words, "MiiTel Synapse Agent" (Beta) is not just an automated response tool. It is a voice AI platform that continuously enhances a company's customer response capabilities by operating a cycle of AI responses, human transfers, response content analysis, FAQ and scenario improvement, and AI agent tuning.

Starting to accumulate proprietary conversation data leads to an increase in future AI utilization capabilities. We believe that a significant gap will emerge between companies that digitize and utilize conversation data from customer touchpoints for improvement, and those that do not.

Two AI Agent Methods to Choose From Based on Use Case

The voice AI agents available with "MiiTel Synapse Agent" (Beta) primarily come in the following two methods:

Scenario-based This method involves pre-designing branches and FAQs to provide stable responses to anticipated inquiries. It is suitable for tasks where response content needs to be strictly managed, procedure guidance, order status checks, and routine responses after identity verification.

Conversational

This method generates responses flexibly based on the inquiry content, by referencing documents, FAQs, and support pages. It is suitable for tasks with a wide variety of inquiry types and situations where a natural conversational experience is prioritized.

By using these methods selectively according to the nature of the business and inquiries, rather than being limited to a single method, more practical AI responses can be achieved.

*Includes development plans up to the official release

Future Outlook

In the future, as an AI agent with strengths in voice data, "MiiTel" will enable more advanced response support and task execution by utilizing all communication data, including phone calls, online meetings, in-person consultations, and in-store customer service.

By leveraging proprietary conversation data accumulated in "MiiTel," AI agents will learn the business context and customer service knowledge of each company, expanding the range of tasks they can handle. RevComm aims to create an environment where AI not only replaces human tasks but also allows humans to focus on more creative and customer-facing work.

Comment from Representative Director Takeshi Aida

Since its founding, RevComm has viewed AI not merely as Artificial Intelligence, but as Augmented Intelligence that expands human capabilities. "MiiTel" has evolved as a Human Oriented Service that visualizes conversations and enables self-coaching, allowing workers to reflect on their communication and connect it to better sales activities, customer service, and management.

The "MiiTel Synapse Agent" (Beta) announced this time is also an extension of that philosophy. Instead of AI replacing humans, AI handles routine responses, allowing humans to focus on responses that require higher-level judgment and empathy. By seamlessly connecting AI and humans and leveraging their respective strengths, both customer experience and operational productivity can be enhanced.

Furthermore, since "MiiTel" is equipped with a telephony platform, it can seamlessly transfer calls from AI agent responses to human responses. AI handles inquiries it can answer, and naturally connects to humans when necessary. This "collaboration between AI and humans" that can be integrated into actual business operations is a major feature unique to MiiTel.

In the future, companies' AI utilization capabilities will be determined by how much conversation data generated at their customer touchpoints they can accumulate and utilize. Proprietary conversation data accumulated on "MiiTel" will become an important asset for evolving AI agents tailored to each company's industry, products, business flow, and customer characteristics. The sooner you start, the more you can develop AI that understands your business context, leading to future competitive differences.

"MiiTel Synapse Agent" (Beta) is not just a voice AI bot. It is a new mechanism for evolving the entire customer touchpoint by having AI respond, connect to humans, accumulate conversation data, and continuously improve.

With the mission of "Reinventing communication and creating a society where people care for each other," RevComm will continue to challenge itself to realize a society where humans and AI collaborate, and people can exert their most human-like value.

About MiiTel

"MiiTel" is a voice analysis AI service that analyzes and visualizes all business voice communications. Through the provision of "MiiTel Phone" (call analysis AI), "MiiTel Call Center" (call center analysis AI), "MiiTel Meetings" (web conference analysis AI), "MiiTel RecPod" (in-person conversation analysis AI), and "MiiTel Synapse" (generative AI solution), it analyzes and visualizes voice communications in all businesses. By digitizing "who said what and how," it achieves short-term ROI improvements such as increased closing rates and customer satisfaction, and reduced training time. Furthermore, it platforms accumulated conversation data to support the construction of AI agents for each company and the transformation of management decisions and decision-making.

About RevComm Inc.

As a company that solves communication challenges in business through voice technology and AI, including its in-house developed service "MiiTel," with the philosophy of "Reinventing communication and creating a society where people care for each other." From data utilization for management and decision-making to the efficiency of daily operations, it aims to realize a society where all working people are supported and creativity and empathy are maximized.

It was selected as one of the "Forbes AI 50 2023" in the US, received the Innovation Award in the AI category at CES® 2025, and the Minister of Internal Affairs and Communications Award at "Japan Startup Awards 2025," being the only Asian company to do so.

・Company Name: RevComm Inc.

・Location: 28F, Marunouchi Building, 2-4-1 Marunouchi, Chiyoda-ku, Tokyo 100-6328

・Representative: Takeshi Aida

・Business Description: Development of software and databases for AI x Voice

・Company Website: https://www.revcomm.com/ja/

*Company names and product/service names (including logos) mentioned are trademarks of their respective companies or registered trademarks of their respective rights holders.