Tram System Introduces Zoom Virtual Agent for Contact Center Enhancement
Tram System, headquartered in Nagoya, Aichi Prefecture, has announced the full-scale implementation of the Zoom Virtual Agent in its contact center. The aim is to improve its initial reception operations and reduce human dependency, with plans to start full operations in February 2026. This initiative is not just about efficiency improvements or cost reductions; it embodies a practical approach to rethinking how customer interactions should be designed and evolved in line with AI advancements in today's era.
The company has built its expertise by providing telecommunication services such as corporate voice communication lines, cloud PBX, and cloud contact centers. While supporting clients in establishing and operating their own contact centers, Tram System runs its own help desk for inquiries regarding services and issues. Previously, they utilized BPO (Business Process Outsourcing) services for initial reception and escalated complex cases to in-house engineers. However, inconsistencies in service quality across operators and unresolved frequent inquiries during initial reception became apparent over time.
Particularly troubling was the fact that differences in the accuracy of information gathering and summarization during escalations often forced customers to repeat themselves, resulting in a degraded customer experience and operational inefficiencies. To tackle these issues comprehensively, Tram System opted for the "Zoom Virtual Agent" as their solution.
The Zoom Virtual Agent is an AI-driven virtual agent capable of understanding natural language, providing automated responses to inquiries via voice and chat by referencing FAQs, user manuals, and web pages. It addresses inquiries that can be handled by AI directly, escalating only those deemed difficult to a human operator. Importantly, all preceding customer interactions are transcribed and summarized, enabling staff to quickly grasp the situation when they take over.
With this system, Tram System expects to standardize service quality and enhance information transmission accuracy, transforming initial reception processes into a framework that does not rely on individual agents. The introduction of this technology is part of a broader vision to transition into an “agentic AI era.” The representative director, Yukihiro Kajita, emphasizes this future-oriented approach, stating, "While many AI solutions today automate tasks based on human directives, I believe we are approaching an era where AI will autonomously make decisions and engage with customers in a more personalized manner. The roadmap for AI development at Zoom is clear, and their response to the Japanese market positions them as a trustworthy long-term partner."
Through the deployment of the Zoom Virtual Agent, Tram System anticipates cutting BPO costs by approximately 1 million yen annually, alongside easing the workload of employees by allowing them to focus on higher-value tasks. Furthermore, the company aims to expand operations beyond voice inquiries to encompass chat responses, facilitating omnichannel customer interaction. In addition, they plan to automate FAQ and knowledge updates as well as utilizing the AI agent for internal knowledge management, gradually increasing the scope of the virtual agent's application.
Ultimately, through the implementation in their contact center, Tram System seeks to accumulate knowledge and experience that could potentially be offered as customer-facing services in the future.
About ZVC JAPAN, Inc. (Zoom): Zoom is a global technology company providing video communication, cloud PBX, contact center, and AI-driven customer engagement solutions. The Zoom Virtual Agent supports various industries in enhancing customer experiences and operational efficacy through automated interactions.
About Tram System, Inc.: Tram System delivers communication services that underpin corporate communication infrastructure, focusing on voice communication services (VaaS), cloud PBX (UCaaS), and cloud contact centers (CCaaS). Leveraging multi-carrier support, redundant configurations, and rapid deployment capabilities, they have concentrated on enterprise customer deployments in recent years.
The company has built its expertise by providing telecommunication services such as corporate voice communication lines, cloud PBX, and cloud contact centers. While supporting clients in establishing and operating their own contact centers, Tram System runs its own help desk for inquiries regarding services and issues. Previously, they utilized BPO (Business Process Outsourcing) services for initial reception and escalated complex cases to in-house engineers. However, inconsistencies in service quality across operators and unresolved frequent inquiries during initial reception became apparent over time.
Particularly troubling was the fact that differences in the accuracy of information gathering and summarization during escalations often forced customers to repeat themselves, resulting in a degraded customer experience and operational inefficiencies. To tackle these issues comprehensively, Tram System opted for the "Zoom Virtual Agent" as their solution.
The Zoom Virtual Agent is an AI-driven virtual agent capable of understanding natural language, providing automated responses to inquiries via voice and chat by referencing FAQs, user manuals, and web pages. It addresses inquiries that can be handled by AI directly, escalating only those deemed difficult to a human operator. Importantly, all preceding customer interactions are transcribed and summarized, enabling staff to quickly grasp the situation when they take over.
With this system, Tram System expects to standardize service quality and enhance information transmission accuracy, transforming initial reception processes into a framework that does not rely on individual agents. The introduction of this technology is part of a broader vision to transition into an “agentic AI era.” The representative director, Yukihiro Kajita, emphasizes this future-oriented approach, stating, "While many AI solutions today automate tasks based on human directives, I believe we are approaching an era where AI will autonomously make decisions and engage with customers in a more personalized manner. The roadmap for AI development at Zoom is clear, and their response to the Japanese market positions them as a trustworthy long-term partner."
Through the deployment of the Zoom Virtual Agent, Tram System anticipates cutting BPO costs by approximately 1 million yen annually, alongside easing the workload of employees by allowing them to focus on higher-value tasks. Furthermore, the company aims to expand operations beyond voice inquiries to encompass chat responses, facilitating omnichannel customer interaction. In addition, they plan to automate FAQ and knowledge updates as well as utilizing the AI agent for internal knowledge management, gradually increasing the scope of the virtual agent's application.
Ultimately, through the implementation in their contact center, Tram System seeks to accumulate knowledge and experience that could potentially be offered as customer-facing services in the future.
About ZVC JAPAN, Inc. (Zoom): Zoom is a global technology company providing video communication, cloud PBX, contact center, and AI-driven customer engagement solutions. The Zoom Virtual Agent supports various industries in enhancing customer experiences and operational efficacy through automated interactions.
About Tram System, Inc.: Tram System delivers communication services that underpin corporate communication infrastructure, focusing on voice communication services (VaaS), cloud PBX (UCaaS), and cloud contact centers (CCaaS). Leveraging multi-carrier support, redundant configurations, and rapid deployment capabilities, they have concentrated on enterprise customer deployments in recent years.
Topics Consumer Products & Retail）
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