VideoTouch Launches AI Monitoring for Enhanced Contact Center Training and Quality Evaluation

VideoTouch Inc., based in Shibuya, Tokyo, is set to introduce a groundbreaking educational AI platform tailored for contact centers. Starting January 7, 2026, the new "AI Monitoring" service will automatically analyze and evaluate operator responses, pushing the envelope in education DX with a focus on personal growth and development rather than mere assessment.

The beta version of this service was fine-tuned through collaboration with Kanpo Life Insurance Co., leveraging insights from industry experts familiar with both international standards and local quality management practices. As a result, a unique evaluation algorithm has been developed to meet the demanding needs of contact center operations.

Strategic Partnerships Enhancing Capability

In April 2025, VideoTouch cemented a capital business partnership with PKSHA Technology, known for its profound capabilities in AI technology. This association has allowed VideoTouch to incorporate PKSHA's advanced algorithms for voice emotion analysis and context understanding, enhancing the sophistication of their monitoring technologies.

As a special launch offer, VideoTouch will waive the initial setup fees for the first five companies to sign up, with the promotion running until the end of March 2026. Interested parties can find further details by visiting their contact page here.

Addressing the Challenges of Contact Centers

The landscape of contact center operations has shifted considerably, with routine tasks being increasingly automated by AI. However, the human-centric aspects, especially those requiring complex communication skills such as handling complaints, have necessitated a more nuanced approach to training and quality control which has, unfortunately, reached its limits.

Key challenges facing the industry include:

- Black Box Evaluation: Supervisors and quality control staff often cannot review all interactions, obscuring the actual quality of service.
- Inconsistent Evaluations: Subjective assessments lead to diverse standards of evaluation, diminishing operator confidence.
- Disconnection in Education: Evaluation results are not effectively translated into actionable training, relying too much on individual initiative.

To combat these issues, VideoTouch has introduced the "Measure" aspect to their existing educational features of learning and training, creating a seamless system that will foster educational DX in contact centers. Combining all elements under one account enables the smooth operation of the learning cycle.

Five Distinct Features Enhancing AI Monitoring

Moving beyond mere summarization found in existing LLMs, VideoTouch's AI Monitoring strives for operational quality that genuinely nurtures human talent. Here are five distinctive features:
1. Advanced Emotional Analysis: Developed in collaboration with PKSHA, this tool offers context and emotion analysis tailored for the Japanese dialogue environment, assessing nuances in tone and voice to evaluate not just what was said, but how well the operator connected with the customer.
2. Comprehensive Quality Evaluation: Unlike typical solutions focused only on verbal communication, this service integrates assessments of process adherence, compliance, and overall operational performance, enhancing training realism and efficacy.
3. Customizable Monitoring Environment: Clients can maintain their current evaluation criteria while benefiting from an AI-driven optimization process, ensuring the transition to AI monitoring is both seamless and accurately aligned with existing standards.
4. Integrated Feedback Loop: The platform's efficient design allows for instant recommendations for training based on weaknesses identified through monitoring, making learning adaptive and operator-driven.
5. Expert-Led Standards: With guidance from seasoned professionals familiar with global quality control methodologies, VideoTouch ensures that even companies without established evaluation parameters can adopt sophisticated algorithms immediately.

Expert Insights and Future Developments

The program has been developed under the supervision of industry veterans who understand both international standards and day-to-day operations in quality management. This collaboration enriches the feedback provided to operators with practical relevance and ensures the implementation meets substantial market needs.

As stated by Hiroshi Taguchi, an expert in international quality management methods, “It’s crucial that operators feel valued and understood in their performance evaluations. This AI-driven approach facilitates objective, consistent feedback while promoting individual growth.”

Similarly, Mika Kunizaki pointed out that the most significant challenge lies in establishing a sense of understanding and satisfaction within the evaluation process. The advent of AI Monitoring offers transparency and repeatability in quality assessments while ensuring that the feedback provided is conducive to development.

As the industry evolves, VideoTouch will continue refining its educational platform to secure a balance between automated processes and the invaluable human element residing at the heart of quality customer interactions. The operational challenge becomes ensuring that operators remain innovative and effective despite AI’s growing capabilities, focusing on staying ahead in the customer experience landscape.

About VideoTouch

VideoTouch is committed to maximizing human potential through innovative educational technologies. Their platform integrates learning, training, and assessment into a single continuous cycle, enhancing operational quality and business results across a diverse array of clients in the contact center sector. To learn more about VideoTouch, visit their official website here.