#Japan #Hiroshima #AI service #Eclect

Eclect's Innovative AI Administrative Service

Eclect, a CX solutions company based in Setagaya, Tokyo, has announced its plans to begin a pilot project using voice AI technology in collaboration with Hiroshima Prefecture from June 2025. This initiative is part of the Hiroshima AI Sandbox project, aiming to explore the practical applications of advanced AI in local government services.

The primary focus of the AI Administrative Front Service is to create a supportive and easily accessible interface for residents. The voice AI agents will function like compassionate human representatives, available 24/7, and will address a wide array of inquiries from the public. The goal is to achieve an automatic resolution rate of over 60%, while simultaneously reducing the workload for human staff and improving resident satisfaction.

Background of the Pilot Project

Many municipalities across Japan, including Hiroshima, face challenges in managing the volume of inquiries from residents. During peak times, issues such as long wait times and being transferred between departments frequently arise. Traditional systems like Interactive Voice Response (IVR) and chatbots have shown limitations in handling complex inquiries, often leaving residents frustrated.

In response to these challenges, Eclect is developing state-of-the-art voice AI agents leveraging the latest in large language model technology. This innovative agent will be adept at understanding context and providing knowledgeable, empathetic responses to a variety of inquiries, thereby enhancing the interaction quality.

Features of the AI Administrative Service

1. Human-Like Interactions: The AI system responds in an average time of 1.4 seconds, allowing for a conversational experience that mimics human dialogue.
2. Around-the-Clock Availability: Residents can receive assistance anytime without the hassle of waiting.
3. Enhanced Problem-Solving Abilities: The AI can manage intricate inquiries, aiming for a significant portion to be resolved automatically.

Anticipated Benefits

For residents, this service will provide uninterrupted access and resolution to their questions anytime they need assistance. For local governments, it promises to lessen the burden on staff and standardize the quality of inquiry responses—essentially streamlining the administrative functions.

Overview of the Pilot Project

• - Duration: June 2025 to February 2026 (8 months)
• - Target Areas: Inquiries related to lifestyle, welfare, disaster response, health, medical services, child-rearing, and education.
• - Evaluation Metrics: Rates of automatic resolution, resident satisfaction, and staff workload impact will be assessed.

Future Prospects

Building on the pilot results, Eclect aims to expand this AI initiative across other municipalities in Japan, enhancing the regional administrative processes nationwide.

About Eclect

Eclect is a leading CX solution provider that has empowered over 750 companies through comprehensive customer experience (CX) and employee experience (EX) improvements. The firm is also recognized as the top partner in the Asia-Pacific region for the customer support platform Zendesk, having received the 'Partner of the Year' award for five consecutive years. Eclect provides end-to-end support from system design and implementation to operational assistance, integrating various external systems, including AWS and AI engines.

Headquarters: Hiroshima, Hiroshima Prefecture, Japan
Tokyo Office: Setagaya, Tokyo, Japan
President: Masahiro Tsujimoto
Established: 2017
Website: Eclect

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