Transcosmos Wins 'Top Outsourcing Partner Award' at 2026 New Customer Service Festival

Transcosmos was awarded the 'Top Outsourcing Partner Award' at the '2026 AI-Driven Customer Service Industry Innovation and Development Conference and 4th New Customer Service Festival (New Customer Service Festival) Awards Ceremony' held in China on June 5.

The New Customer Service Festival, hosted by the Beijing Customer Insight Enterprise Management Center (Customer Insight) (*), recognizes companies, organizations, and individuals that have achieved outstanding results in transforming customer service for the next generation. As an award program designed to promote the development of the customer service industry in the new era, Transcosmos was selected from among numerous applicants for its innovative initiatives in building AI-powered customer service systems and its pioneering outsourcing services.

(*) The Beijing Customer Insight Enterprise Management Center (Customer Insight) is a content services company that supports industry innovation, resource integration, and value creation. Starting from media, it works to deepen industry value and build an ecosystem that connects across the entire industry.

## Transformation and Reconstruction through AI: Shifting from Cost Center to Value Creation Hub

This year’s New Customer Service Festival, themed 'AI Integration Innovation – Smart Services Pioneering the Future,' focuses on innovative practices and real-world achievements in AI-driven customer service. Under this forward-thinking strategy, Transcosmos established an early and clear transformation roadmap, leveraging its rich data assets accumulated over many years to accelerate the adoption of AI and digital technologies. The company aims to evolve customer service from a traditional cost center into a core function for enterprise value creation, thereby achieving greater value.

Transcosmos systematically advances initiatives to free operators from tedious tasks through the introduction of fully automated AI operators and the construction of AI support platforms, enabling them to focus on higher-value customer interactions. For example, for companies in the gaming industry, Transcosmos introduced a fully automated AI operator to handle nighttime inquiries, replacing traditional human-staffed night support. This has alleviated staffing shortages while improving response speed and significantly enhancing customer satisfaction.

For companies in the 3C industry, Transcosmos built an AI-powered operational support system. By implementing an AI-enhanced knowledge base and automated inquiry categorization, it has improved operational efficiency. At the same time, by tagging and modeling diverse user attribute data, it delivers finely tailored complaint responses optimized for individual users. As a result, it has achieved both improved service quality and enhanced customer experience, realizing advanced service capabilities through digital technology.

## Achievements and Evolution: AI Integration Across Operations Enhances Both Customer Experience and Business Value

In the customer service industry, the value of AI extends beyond advanced technological concepts to rapid implementation in real operations and tangible results. In recent years, Transcosmos has promoted the advancement of AI-powered customer service across a wide range of business areas, contributing to the digital transformation (DX) of many enterprises.

For instance, for a new energy vehicle brand, Transcosmos provides AI-driven service quality management and real-time operational monitoring using large language models (LLMs). This has improved the efficiency of quality assurance processes while enabling 24/7 real-time monitoring of operator performance and customer conversations, allowing for early issue detection and rapid improvements. As a result, overall service quality has been enhanced.

For a fashion brand, Transcosmos introduced AI-powered automatic scoring and automatic summarization of call and chat content. This has reduced the time and effort required for training, evaluation, and the creation and organization of inquiry records, allowing human resources to be redirected toward higher-value customer engagement and business growth activities.

Through these initiatives, Transcosmos has deepened the integration of AI and customer service, building a sophisticated service delivery framework that supports entire business processes—not just improving individual tasks. This enables the simultaneous enhancement of service experience and business value.

Winning the 'Top Outsourcing Partner Award' at the 4th New Customer Service Festival reflects high recognition of the transformation achievements Transcosmos has driven to date, as well as validation of its strategy to create new value in outsourcing services through AI. Moving forward, Transcosmos will continue to advance innovation through the integration of AI and customer service, strengthening its ability to deliver services that support entire business processes. The company will support improved operational efficiency and enhanced customer experience value for more enterprises, collaborating with industry partners to further contribute to the evolution of AI-driven service transformation.

## Transcosmos’ Expansion in China

Transcosmos entered the Chinese market in 1995, launching its offshore services business. In 2006, it established a call center in Shanghai as a call center company targeting the Chinese market. Since then, it has provided contact center services to enterprise clients in China. Today, it has established bases and subsidiaries in 25 cities including Shanghai, Beijing, Hefei, Changsha, Xi’an, Wuhan, Neijiang, Kunshan, Zhengzhou, Rizhao, Suzhou, and Taipei, offering contact center, customer experience, e-commerce one-stop, digital marketing, system development, and various BPO services to clients in China and overseas.

*Transcosmos is a registered trademark or trademark of Transcosmos Inc. in Japan and other countries.

*Other company names, product names, and service names mentioned are registered trademarks or trademarks of their respective companies.

## About Transcosmos Inc.

Since its founding in 1966, Transcosmos has been committed to strengthening the competitiveness of client enterprises by integrating outstanding 'people' with the latest 'technologies' to deliver higher-value services. Today, it operates in 36 countries and regions with 187 locations, primarily across Asia, providing services that support client business processes from both cost optimization and revenue growth perspectives. In line with the global expansion of the e-commerce market, Transcosmos also offers a global e-commerce one-stop service, delivering high-quality products and services from client companies to consumers in 46 countries and regions worldwide. Transcosmos will continue to work together with its clients and society, co-creating, co-challenging, and co-achieving from concept to execution.