#Japan #Tokyo #AI Agent #Kaitak #Super Denwa

The Rise of AI in Customer Service: Super Denwa

In recent years, customer harassment, commonly known as 'kasuhara' in Japan, has become a growing concern for businesses. With the new revision to the Comprehensive Labor Policy Promotion Law set to take effect on October 1, 2026, addressing this issue has transformed from optional to mandatory for all companies. To help businesses comply with this impending legislation, Kaitak Inc., headquartered in Shinjuku, Tokyo, has introduced an innovative solution: the AI-powered telephone agent, 'Super Denwa.'

Super Denwa is designed to automate the management of customer interactions, addressing incidents of harassment while ensuring compliance with the law. The newly added features are particularly vital for organizations that are struggling to prepare for the challenges that the new regulations pose.

Addressing the Current Challenges

Telephone interactions have emerged as one of the most vulnerable points for harassment incidents. In many cases, employees are left to rely on their personal judgments when handling unreasonable complaints or persistent demands, leading to a variety of issues:

• - Insufficient recording and documentation, making it challenging to maintain a clear record post-incident.
• - Ambiguity around escalation criteria, resulting in inconsistent decision-making among staff.

With only a few months left until the policy's implementation, many businesses find themselves unprepared. Kaitak aims to resolve these pressing issues with the advanced functionalities of Super Denwa.

Key Features of Super Denwa's Kasuhara Prevention Mechanism

1. Emotion Analysis Through Initial Hearings:
At the start of each call, the AI expertly gathers crucial details such as the speaker's identity, location, and the nature of their grievances. This structured approach facilitates constructive record-keeping while allowing real-time analysis of the caller's emotional state. By scoring emotional responses, the AI aids decision-making and can automatically respond regarding complaints in line with pre-established policies.

2. Automatic Recording and Transcription:
All calls are recorded automatically, and transcriptions are created in real time. This ensures comprehensive documentation is available later for internal reports or legal compliance, eliminating reliance on human memory or notes. Thus, Super Denwa aligns with the new legal requirements for record management.

3. Streamlined Escalation and Compliance:
The AI evaluates the content of the conversation, emotional scores, and the nature of the customer's demands to determine when an operator should take over. As the criteria for escalation can be pre-set, this process removes the dependency on personal judgement, enhancing consistency and reliability in responding to challenging situations. The overall design of this feature adheres to the new labor law guidelines, ensuring lawful operational procedures.

Practical Applications

Super Denwa's capabilities are especially beneficial in the following scenarios:

• - Call Centers and Customer Services: AI takes charge in addressing unreasonable demands and persistent complaints, thereby automatically recording and transcribing all events. The emotional analysis integrated into the platform reduces employee stress while ensuring a consistent quality of service.
• - Municipal Offices: For local government centers dealing with citizen inquiries, the AI handles initial responses to unreasonable requests or harassment, seamlessly documenting these interactions for future reference.
• - Finance, Insurance, and Leasing: When addressing complaints related to contract terms or payments, the AI can conduct hearings and provide preliminary answers, automatically identifying which cases require operator transfer based on both emotional and content evaluations.

A Message from the CEO

Kaitak's CEO, Tomonori Matsuki, comments, "With the implementation of the revised Labor Policy Promotion Law, prevention of customer harassment has become an obligation for all companies. Phone interactions can often become overly reliant on individual discretion, increasing risks associated with inadequate documentation and inconsistent decision-making. We envision Super Denwa as a solution, allowing staff to collaborate with AI in managing customer interactions, and we hope to empower organizations to bolster their operational frameworks ahead of the upcoming deadline."

About Kaitak Inc.

Founded in July 2015, Kaitak Inc. is a company that tackles communication challenges using autonomous AI agent technology. With a mission to aid businesses across Japan, they leverage AI and data to fuse cutting-edge technology with commerce. Super Denwa stands as a testament to their innovative approach, set to streamline and transform customer service interactions.

To learn more about Super Denwa, you can visit their official website. For career opportunities, check Kaitak’s Wantedly page.

For inquiries, contact Kaitak Inc. at [email protected] or call 050-3187-6440.