RightTouch Launches 'QANT Knowledge Hub (beta),' an AI-Ready Integrated Knowledge Base for AI Contact Centers

RightTouch Inc. (Headquarters: Shinagawa-ku, Tokyo; CEOs: Shuhei Nomura / Hiroto Nagasaki), a provider of AI contact center platforms for enterprises, has launched 'QANT Knowledge Hub (beta),' an integrated knowledge base to realize AI contact centers. Simultaneously announced press release: "RightTouch Announces AI Contact Center Concept Centered on AI Operators" https://righttouch.co.jp/news/fk65OIX9 This platform enables operations where AI and operators work together based on the same knowledge, continuously evolving from daily interaction data and Voice of Customer (VoC). This allows for optimal responses tailored to each customer's situation and context, including appropriate answers, judgment on priorities and response policies, and switching to human support when necessary. ■ Development Background Why AI Contact Centers Often Fail While the need for AI contact centers is increasing, successful implementation in actual operations is extremely limited. The factor is not the performance of the AI, but the structure of the knowledge that the AI refers to. Traditional knowledge, such as FAQs, manuals, and web pages, has been scattered by purpose and built in a format intended for humans to carry out tasks. As a result, AI cannot interpret them correctly, necessitating prompt tuning or individual management of AI-specific knowledge, resulting in double management of knowledge for humans and AI. Furthermore, in a structure where data such as response logs and VoC are not connected to knowledge operations, continuous improvement does not occur, and AI utilization remains at partial optimization. The fundamental issue is that knowledge used by AI and knowledge used by humans are separate. Even for the same inquiry, a structure where AI and human operators refer to different information cannot maintain consistency in response quality or accumulate improvements. To realize an AI contact center, a 'knowledge platform' where knowledge is integrated and both AI and humans respond based on the same knowledge while improvements continue from response data is essential. Toward the Realization of AI Contact Centers RightTouch has provided multiple AI products across various areas of contact center operations, including Web, FAQ, AI operators, VoC analysis, dashboards, and knowledge tools for operators. These are not a collection of tools moving in partial optimization; they are designed on the premise of handling knowledge for both AI and humans in a single common platform. Therefore, all products operate while referring to common knowledge data. As a result, we have built a structure where the process of 'Response → Data → Knowledge Improvement → Response' continues to rotate without being fragmented by tools or customer touchpoints. What is accumulated in this cycle are response data and VoC generated from actual customer interactions, as well as high-quality judgments and responses made by humans. AI extracts and structures these to reflect them in the knowledge and utilizes them in the next response. This cycle achieves knowledge operations where the AI becomes smarter the more it is used. ■ What is QANT Knowledge Hub (beta)? RightTouch has previously provided 'QANT Knowledge Desk' as a product that integrates scattered knowledge such as FAQs, manuals, and response scripts for operators to use in their responses. Now, we have newly developed 'QANT Knowledge Hub,' a common platform for knowledge data related to customer support operations. This allows response data and insights accumulated in customer support operations to be utilized in all customer touchpoints, including AI operators. By centrally managing knowledge data, it becomes possible to display and utilize it in the optimal form according to the purpose, such as for AI, operators, or FAQs, enabling a single piece of knowledge to be used consistently across multiple channels. AI and humans can use the same knowledge Since AI and operators refer to the same integrated knowledge base, there will be no variation in responses across channels, whether it is AI or a different representative.