Business Alliance for the Social Implementation of Next-Generation Contact Centers Utilizing Generative AI and AI Agents

SHIFT PLUS, Inc. (hereinafter "the Company") and Communication Business Avenue, Inc. (hereinafter "CBA") are pleased to announce that they have signed a basic agreement for a business alliance aimed at building and commercializing next-generation contact centers utilizing generative AI and AI agents.

This alliance aims to move away from the traditional BPO + IT implementation model and establish an "AI-First BPO Model" where AI actively functions as an integral part of operations.

This initiative presents a new growth model for the contact center industry, which currently faces challenges related to labor shortages and productivity.

Background of the Alliance

In recent years, the contact center industry has faced structural challenges such as chronic labor shortages, reliance on individual skills, and rising operating costs.

Meanwhile, generative AI technology has reached a level of quality suitable for practical application in areas such as dialogue, summarization, classification, and decision support. It has entered a phase where it can be utilized not as an "AI that replaces humans," but as an "AI that collaborates with humans."

In response to these environmental changes, the Company and CBA have determined that by redesigning operations with generative AI and AI agents as a prerequisite, it is possible to transform contact centers from cost centers into foundations for value creation and knowledge utilization, leading to this agreement.

Overview of the Alliance

Through this alliance, both companies will promote the following initiatives in stages:

• Joint planning and development of a next-generation contact center infrastructure incorporating generative AI and AI agents.

• Proof-of-concept testing and full-scale deployment of AI-driven primary response, operator support, and automated post-processing.

• Redefinition of business processes and KPIs based on AI utilization.

• Joint development and external provision of new services utilizing this model.

By doing so, we aim to establish an operational model where AI agents handle routine tasks, allowing humans to focus on judgment, empathy, and high-level responses.

Strengths and Synergies

The Company has a proven track record in contact center operations, business design, and on-site improvement, along with a diverse customer base and real-world operational data.

Conversely, CBA possesses strengths in the design and implementation of generative AI and AI agents, as well as software quality and business process definition, with the ability to integrate AI into operations in a reproducible manner.

By fusing the strengths of both companies, we will realize the social implementation of a next-generation contact center that does not merely introduce technology, but continues to evolve sustainably.

Future Outlook

Through this alliance, both companies plan to establish an industry-wide AI utilization model, starting with demonstrations in the domestic market, with a view toward future external sales and industry standardization.

We believe this initiative will contribute to productivity improvement and value creation not only in the contact center industry but across labor-intensive industries as a whole, leading to long-term growth opportunities for both companies.

※ The contents of this release are current as of the date of the announcement and are subject to change in the future.

Company Overview

■ SHIFT PLUS, Inc.

Address: 1-8 Ekimae-cho, Kochi City, Kochi Prefecture, 780-0053 (Kochi Headquarters)

Representative: Kengo Watanuki

TEL: 088-802-5366 (Main)

WEB: ...