Last One Mile Co., Ltd. Introduces "AI Roleplay"

VideoTouch Inc. (Headquarters: Shibuya-ku, Tokyo; CEO: Yuta Uesaka), which develops an AI platform that integrates and manages customer service quality between humans and AI, announced that its contact center-specific AI role-playing service, "AI Roleplay," has been adopted by Last One Mile Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Chairman and CEO: Makoto Watanabe, hereinafter "Last One Mile").

■ Background and Expected Effects of Adoption

Last One Mile's main business utilizes its own group contact centers across four locations, handling sales and contract procedures for various life infrastructure services such as electricity, gas, and internet for new lifestyles, as well as 24/7 contact center operations. While maintaining high service quality and efficiency, the company aims to achieve dramatic productivity improvements through the active use of AI technology, looking toward further business expansion and structural strengthening.

Specifically, the management structure in call centers has traditionally been on a scale of "one manager to ten operators." With AI support, Last One Mile aims to evolve this into a "one-to-100 management structure," promoting scalability improvements through business reforms that go beyond conventional frameworks. To realize this major transformation, the company decided to introduce "AI Roleplay" based on the following perspectives:

(1) Strengthening the system to continue providing rapid services in response to surging demand

Even during peak seasons (especially February to March) when demand for electricity, gas, and internet connections is concentrated, the company will build a system capable of training ready-to-work personnel at a speed and scale greater than before. By incorporating self-roleplay that can be conducted 24/7 and any number of times using AI, the company aims to dramatically streamline training and further accelerate service delivery speed.

(2) Further standardization and visualization of evaluation quality at a high level

By managing the currently maintained high response quality using unified AI metrics, the company will achieve more highly standardized services across all locations. The report function of AI Roleplay visualizes practice volume and skill progression for each operator. By providing objective feedback based on data, the company supports operator skill improvement with high precision, aiming to further enhance customer satisfaction.

■ About AI Roleplay

AI Roleplay is an AI role-playing service specialized for contact centers. By utilizing AI Roleplay, operators can practice in an environment with no waiting time and can repeat practice sessions. Furthermore, by having AI evaluate the roleplay content, it provides specific and fair feedback on the quality of statements, eliminating the inconsistencies in instruction that tend to occur when evaluations are done by humans.

▼ "AI Roleplay": https://videotouch.jp/ai-roleplay

■ About VideoTouch

VideoTouch Inc. provides an AI platform specialized for contact centers that integrates and manages customer service quality between humans and AI. It realizes a complete quality improvement cycle through three steps: "Measure, Train, Learn." It visualizes issues with "AI Monitoring," which automatically analyzes and evaluates all calls, connects to practical training with "AI Roleplay" and on-demand learning with "VideoTouch," and completes the cycle with re-evaluation. The company has a wide range of implementation track records, primarily with enterprise companies.

▼ "VideoTouch": https://videotouch.jp/videotouch

▼ "AI Roleplay": https://videotouch.jp/ai-roleplay

▼ "AI Monitoring": https://videotouch.jp/ai-monitoring

▼ Case Studies: https://videotouch.jp/case

[VideoTouch Inc. Overview]

Company Name: VideoTouch Inc.

Location: LAIDOUT SHIBUYA 202, 1-15-12 Shibuya, Shibuya-ku, Tokyo

Representative: Yuta Uesaka, Representative Director

Established: April 2013

Business: Development and operation of an integrated AI education platform for contact centers, including "VideoTouch," "AI Roleplay," and "AI Monitoring"

Corporate Website: https://videotouch.co.jp/

Official X (Twitter): https://x.com/videotouch_inc

Contact for this matter:

VideoTouch Inc.

PR Contact: Takahashi

Mail: pr@videotouch.co.jp