Business Partnership 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 the signing of a basic agreement for a business partnership aimed at building and commercializing next-generation contact centers that utilize generative AI and AI agents. This partnership aims to move away from the traditional BPO + IT implementation model and establish an 'AI-First BPO Model' where AI actively functions as part of the operational workflow. This initiative seeks to present a new growth model for the contact center industry, which faces challenges such as labor shortages and productivity issues. Background of the Partnership: In recent years, the contact center industry has faced structural challenges including chronic labor shortages, reliance on individual expertise, and rising operating costs. Meanwhile, generative AI technology has reached a level of quality suitable for practical use in areas such as dialogue, summarization, classification, and decision support, entering a phase where it can be used as 'AI that collaborates with humans' rather than just 'AI that replaces humans.' Given these environmental changes, both companies have agreed to this partnership, determining that by redesigning operations with generative AI and AI agents as a premise, it is possible to transform contact centers from cost centers into foundations for value creation and knowledge utilization. Overview of the Partnership: Under this partnership, the two 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 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. Through these efforts, 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 Synergy: SHIFT PLUS brings a track record of contact center operations, business design, and on-site improvement, along with a diverse customer base and practical operational data. 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 combining these strengths, we will realize the social implementation of a next-generation contact center that evolves sustainably, going beyond simple technology adoption. Future Outlook: Starting with demonstrations in the domestic market, both companies plan to establish an industry-wide AI utilization model, with future plans to expand business with an eye toward 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.