TMJ of Secom Group Adds New Services to Generative AI-Powered 'TMJ Generative Solution' Series
TMJ will launch two new generative AI tools for contact centers on April 14, 2026: 'TMJ Compass' for advanced knowledge search and 'TMJ AI Roleplay' for automated operator training.
📋 Article Processing Timeline
- 📰 Published: April 14, 2026 at 19:00
- 🔍 Collected: April 14, 2026 at 10:31
- 🤖 AI Analyzed: April 19, 2026 at 18:15 (127h 43m after Collected)
TMJ Inc. (Headquarters: Shinjuku-ku, Tokyo, President: Hideki Maruyama, hereinafter TMJ) of the Secom Group, which builds and operates contact centers and back offices (administrative processing centers), will add two new services, the advanced knowledge tool "TMJ Compass" and the AI roleplay training tool "TMJ AI Roleplay", to its generative AI-powered business transformation support service series "TMJ Generative Solution", starting April 14, 2026.
With the addition of these two services, we will further accelerate transformation in the three areas of knowledge utilization, response quality, and operator training in contact center operations.
Service page: https://www.tmj.jp/tgs/
■ Background of Service Addition
In contact centers, reference information has increased due to the diversification of products and services, leading to major issues such as rising search workloads, inconsistent response quality, and stagnant onboarding of new employees. In particular, when utilizing Generative AI (RAG*) for response support, if the knowledge is not structured, search accuracy becomes unstable, and in some cases, it cannot reach the production operation stage.
Given this situation, TMJ focused on the fact that the success or failure of AI utilization depends on "the quality and operability of the knowledge DB itself." We have prepared an environment where AI can automatically process data, including knowledge structuring, splitting by semantic units, metadata tagging, and parsing unstructured data such as PDFs, images, and tables. Since this has built a foundation that easily enables highly accurate searches and evidence presentation, we have launched "TMJ Compass," a service that advances knowledge utilization to the next stage.
In addition, regarding operator training, there is a persistent demand to reduce the burden on SVs (supervisors/managers) while securing the quantity and quality of practical roleplaying. While traditional face-to-face instruction and training materials have limits on practice volume, the evolution of Generative AI has made it possible to reproduce natural dialogue as a customer role, seamlessly integrating real-time responses, objective evaluations, and automated scenario generation. Since it is now possible to increase practice volume while reducing psychological burdens and realize highly accurate data-driven guidance, and due to very strong requests from clients during proposal activities, we are offering "TMJ AI Roleplay," a new service supporting practical training.
*What is RAG?
RAG (Retrieval-Augmented Generation) is a mechanism where Generative AI searches knowledge data and constructs answers while referencing its contents. When handling unstructured data like manuals, FAQs, PDFs, and images, if the data is unorganized, search accuracy drops, leading to issues like missing information or incorrect answers, which poses an operational hurdle, especially in contact centers.
■ Overview of TMJ Compass (Advanced Knowledge Utilization Tool)
TMJ Compass is a highly accurate knowledge search tool that instantly presents optimal answer drafts and their sources just by operators inputting short natural sentences or keywords.
● Key Features
- Instant Navigation: Reaches required information with minimal input, significantly reducing search time.
- Evidence Display: Instantly presents the original reference materials, preventing variations in judgment.
- Unstructured Data Support: AI parses PDFs, images, tables, etc., utilizing them as searchable knowledge.
● Expected Effects
- Suppression of response variations and quality stabilization
- Reduction of customer wait times
- Support for early onboarding of new employees
- Breaking away from person-dependent OJT
- Reduction of knowledge operation workload
■ Overview of TMJ AI Roleplay (AI Roleplay Training Tool)
TMJ AI Roleplay is a training support service where AI acts as a customer for realistic dialogue training.
● Key Features
- Voice Recognition x Generative AI: Reproduces real-time conversations close to actual responses.
- Auto Evaluation: Objectively scores based on evaluation criteria and clarifies areas for improvement.
- Auto Scenario Generation: Automatically creates scenarios based on existing manuals according to tasks and difficulty levels*.
- Growth Visualization: Accumulates learning logs to continuously check proficiency levels*.
With the addition of these two services, we will further accelerate transformation in the three areas of knowledge utilization, response quality, and operator training in contact center operations.
Service page: https://www.tmj.jp/tgs/
■ Background of Service Addition
In contact centers, reference information has increased due to the diversification of products and services, leading to major issues such as rising search workloads, inconsistent response quality, and stagnant onboarding of new employees. In particular, when utilizing Generative AI (RAG*) for response support, if the knowledge is not structured, search accuracy becomes unstable, and in some cases, it cannot reach the production operation stage.
Given this situation, TMJ focused on the fact that the success or failure of AI utilization depends on "the quality and operability of the knowledge DB itself." We have prepared an environment where AI can automatically process data, including knowledge structuring, splitting by semantic units, metadata tagging, and parsing unstructured data such as PDFs, images, and tables. Since this has built a foundation that easily enables highly accurate searches and evidence presentation, we have launched "TMJ Compass," a service that advances knowledge utilization to the next stage.
In addition, regarding operator training, there is a persistent demand to reduce the burden on SVs (supervisors/managers) while securing the quantity and quality of practical roleplaying. While traditional face-to-face instruction and training materials have limits on practice volume, the evolution of Generative AI has made it possible to reproduce natural dialogue as a customer role, seamlessly integrating real-time responses, objective evaluations, and automated scenario generation. Since it is now possible to increase practice volume while reducing psychological burdens and realize highly accurate data-driven guidance, and due to very strong requests from clients during proposal activities, we are offering "TMJ AI Roleplay," a new service supporting practical training.
*What is RAG?
RAG (Retrieval-Augmented Generation) is a mechanism where Generative AI searches knowledge data and constructs answers while referencing its contents. When handling unstructured data like manuals, FAQs, PDFs, and images, if the data is unorganized, search accuracy drops, leading to issues like missing information or incorrect answers, which poses an operational hurdle, especially in contact centers.
■ Overview of TMJ Compass (Advanced Knowledge Utilization Tool)
TMJ Compass is a highly accurate knowledge search tool that instantly presents optimal answer drafts and their sources just by operators inputting short natural sentences or keywords.
● Key Features
- Instant Navigation: Reaches required information with minimal input, significantly reducing search time.
- Evidence Display: Instantly presents the original reference materials, preventing variations in judgment.
- Unstructured Data Support: AI parses PDFs, images, tables, etc., utilizing them as searchable knowledge.
● Expected Effects
- Suppression of response variations and quality stabilization
- Reduction of customer wait times
- Support for early onboarding of new employees
- Breaking away from person-dependent OJT
- Reduction of knowledge operation workload
■ Overview of TMJ AI Roleplay (AI Roleplay Training Tool)
TMJ AI Roleplay is a training support service where AI acts as a customer for realistic dialogue training.
● Key Features
- Voice Recognition x Generative AI: Reproduces real-time conversations close to actual responses.
- Auto Evaluation: Objectively scores based on evaluation criteria and clarifies areas for improvement.
- Auto Scenario Generation: Automatically creates scenarios based on existing manuals according to tasks and difficulty levels*.
- Growth Visualization: Accumulates learning logs to continuously check proficiency levels*.