[PIVOT Appearance] RightTouch Co-CEOs Discuss the Cutting Edge of "AI Contact Centers" that Turn Japanese Quality into a Competitive Advantage

RightTouch Inc. (Headquarters: Shinagawa-ku, Tokyo; CEO & Representative Director: Daito Nagasaki / CCO & Representative Director: Shuhei Nomura, hereinafter "RightTouch"), a provider of AI contact center infrastructure for enterprises, announced the release of a video featuring its Representative Directors Shuhei Nomura and Daito Nagasaki on the PIVOT program "&SESSION." PIVOT is a business video media platform with 3.69 million YouTube subscribers. The video, themed "The Full Picture of 'AI Contact Centers': The Front Lines of AI Operators Holding the Key," explains the evolution of AI operators and the future of next-generation customer support.

▼Viewing URL https://youtu.be/lP_jXtMYmso?si=CjusTAwUDwQcqKNb

Overview

The customer support industry faces urgent challenges of labor shortages, high turnover rates, and cost reduction. However, with the rapid advancement of generative AI, simply introducing AI for cost reduction will not lead to fundamental competitive advantage. What customers truly desire is an "experience where their issues are resolved quickly, accurately, and pleasantly"—in other words, the next generation of customer support that simultaneously achieves efficiency and improved customer experience (CX).

This video showcases the evolution of RightTouch's "AI Operators" through a live demonstration of the self-improving AI operator "QANT Speak." It also delves into the pitfalls known as "prompt hell" that hinder full-scale operation, and the unique mechanism "Conversation Harness" designed to overcome them. Conversation Harness is a system that incorporates both "offense," by making the AI smarter the more it is used, and "defense," by preventing incorrect responses.

Furthermore, it presents the overall picture of the "AI Contact Center" that lies beyond AI operators. The representatives explain the "Human-AI Loop" mechanism, which operationalizes Japan's unique "omotenashi" (hospitality) quality and integrates human and AI improvement loops into a single entity. This approach, which transforms tacit knowledge that was once siloed into organizational assets, allowing humans and AI to continuously improve quality by learning from each other within the same workflow, can become a management strategy that drives business growth while enhancing customer experience, the two representatives explain.

Program: Business Video Media PIVOT "&SESSION" Broadcast Date: July 7, 2026 (Tue) Theme: "The Full Picture of 'AI Contact Centers': The Front Lines of AI Operators Holding the Key" Appearances: Shuhei Nomura, Representative Director, RightTouch Inc. Daito Nagasaki, Representative Director, RightTouch Inc. MC: Noritaka Nishikawa Viewing URL: https://youtu.be/lP_jXtMYmso?si=CjusTAwUDwQcqKNb

Main Content

Evolving "AI Operators" and the "AI Contact Center" Beyond Them - Three benefits of introducing AI operators (CX improvement / Cost reduction / EX improvement) - Structural challenges faced by traditional voice bots - Live demonstration of the latest "QANT Speak" - The trap of "prompt hell" hindering full-scale operation and how to evaluate AI operator selection - What is "Conversation Harness," a self-improvement mechanism that gets smarter with use?

Operationalizing Japanese "Omotenashi" into "Knowledge" with the Human-AI Loop - High quality standards created by Japan's unique "strict regulations" and "spirit of hospitality" - How to integrate human and AI improvement loops into one (knowledge / education) - Single-source knowledge creation with "QANT Knowledge Hub" - Mechanism for evaluating response quality to achieve tacit knowledge inheritance - Reasons why "AI Contact Centers" directly lead to business growth

Speaker Profiles

Daito Nagasaki, Representative Director & CEO, RightTouch Inc. After completing graduate studies at Kyoto University, joined Incubation Co., Ltd. (IGPI) in 2015. Participated in PLAID in 2019, engaging in business development. Founded RightTouch in October 2021 and leads the overall business.

Shuhei Nomura, Representative Director & CCO, RightTouch Inc. At Works Applications, served as Senior Vice President overseeing sales teams for major corporations. Experienced the launch of North American operations as Vice President, witnessing advancements in digital marketing in the US before returning to Japan. Joined PLAID in December 2018. After leading the enterprise sales team, he internally founded RightTouch.

About "QANT Speak," the AI Operator Solution

https://qant.jp/product/speak

QANT Speak is a self-improving AI operator that becomes smarter with use and can expand its response scope. It is equipped with a mechanism that continuously enhances accuracy and response range by accumulating and utilizing logs from AI operators and human agents, thereby completing the loop of response → analysis → improvement.

Feature 1: Reproducible Improvement in a "Line" Rather Than "Point" Response Traditional AI operators were based on "point" improvements, manually tuning for specific inquiries or cases, which tended to lead to operational silos and black boxes. QANT Speak, based on VoC data from AI operators and human agents, automatically visualizes/suggests improvements to knowledge data, achieving "line" improvements that leverage the entire response history.

Feature 2: Self-Improvement Mechanism Independent of Manual Tuning QANT Speak is structured to autonomously improve based on VoC and knowledge data, without relying on prompt tuning or individual scenario modifications. This allows the AI to continuously become smarter and expand its range of inquiries without complex implementation or settings.

About QANT

"QANT" is a product that supports multifaceted AI implementation across various customer support operations and touchpoints, realizing an AI contact center. It enables the connection and optimization of the entire operation. By automating time-consuming tasks such as issue analysis, proposal creation, and knowledge creation with "AI," and allowing humans to focus on areas requiring human judgment like content review, decision-making, and interpersonal communication, it reduces workload and enables greater focus on creating better customer experiences.

Furthermore, it creates an ideal PDCA cycle that enhances the accuracy of AI and accumulates customer support data through a cyclical process.

<Main Product Group> QANT Web: A support platform that detects customer issues before they inquire and supports self-resolution on the web. QANT Speak: An autonomous AI voice bot that combines corporate knowledge/VoC with generative AI to delve into issues through dialogue. QANT VoC: A VoC utilization product that automates the processing, analysis, and improvement suggestions of customer feedback with generative AI in a one-stop solution. QANT Knowledge Hub: An AI-Ready knowledge integration platform that consolidates dispersed knowledge such as FAQs, manuals, and response histories within a company, reconstructing them into a format usable by both humans and AI.

The QANT series is being introduced to a wide range of industries, including finance, telecommunications, insurance, and retail, primarily among enterprise companies, and has achieved solid results, including verification cases that recorded a 99.3% accuracy rate in inquiry-based routing.

Product Site: https://qant.jp/

The QANT series is being introduced to a wide range of industries, including finance, telecommunications, insurance, and retail, primarily among enterprise companies, and has achieved solid results, including verification cases that recorded a 99.3% accuracy rate in inquiry-based routing.

About RightTouch Inc.

With the mission "To liberate all people from negative experiences and unlock their potential," RightTouch develops and provides "QANT," a self-evolving "AI Contact Center" infrastructure that improves in accuracy with usage through the collaboration of AI and humans. Through multiple products such as AI operators, VoC analysis, web support, and contact center operations, it achieves dramatic improvements in CX/EX along with workload reduction, supporting the transformation of customer support (CS) for enterprise companies in various industries including finance, infrastructure, and retail. It is a startup spun out from PLAID Inc. (TSE Growth 4165).

Company Name: RightTouch Inc. Location: Meguro Techno Building 2F, 4-31-18 Nishi-Gotanda, Shinagawa-ku, Tokyo Representative: CEO & Representative Director Daito Nagasaki / CCO & Representative Director Shuhei Nomura Establishment Date: October 27, 2021 Business Activities: Development and provision of the customer support platform "QANT" Company URL: https://righttouch.co.jp/