Exploring the Future of Customer Experience at AI Contact Center Summit 2026

AI Contact Center Summit 2026: A New Era in Customer Experience

On August 26, 2026, the AI Contact Center Summit will take place at the Ochanomizu Sola City Conference Center in Tokyo. Hosted by Rick Telecom Inc. and the editorial team of Call Center Japan, this event aims to delve into how generative AI is revolutionizing customer interactions. With the rapid evolution of AI technology, companies must rethink their customer engagement strategies and explore new ways to enhance customer experiences (CX).

Purpose and Structure of the Summit

The core focus of the summit will be on overcoming various divisions such as data, contact channels, organizations, and the integration of human and AI roles. Experts and leaders from leading companies will come together for presentations and discussions that will help to outline a new vision for customer experiences shaped by generative AI. The event will highlight practical applications of AI, including operator roles, AI-assisted role-playing, voice-of-the-customer (VOC) analysis, and knowledge management.

Key Sessions

1. Keynote Panel Discussion (10:30 - 11:15)
The focus will be on leveraging AI to create loyal customer bases. Experts from top-tier companies will discuss how both human and AI-driven interactions can lead to increased customer loyalty. This session features Kenzo Ozawa, director of AICX Association, Naoyuki Sato from Fanbase Company, and Ryuuji Yajima, producer at Call Center Japan.

2. Special Lecture (1): Revolutionizing FAQs
Learn how to evolve FAQ creation from being customer-driven to AI-supported as the automation age advances. Featured speakers include Daiki Akashi from Benesse Corporation, Fumiaki Komatsu from AEON Financial Services, and Keiichiro Higuchi, a consultant specializing in FAQ optimization.

3. Special Lecture (2): Enhancing Employee Satisfaction
This session will discuss how generative AI can help to automate historical data gathering and improve insights, thereby enhancing both the working environment and employee engagement. Presenters include Ryuhei Onuki from Mercari, Junya Miyoshi from Panasonic Electric Works, and Masahiro Inoue from Learningit.

4. Special Lecture (3): The Role of AI Operators
As customer support automation becomes a reality, this session will explore the extent to which AI can replace human operators. Experts such as Yu Yoshitake from Oshima-ya and Yuko Taguchi from Mizuho Bank will delve into the implications of AI on customer support.

5. Special Lecture (4): Training and Development
AI applications in employee training will be highlighted, showcasing solutions like on-demand video training and AI role-play tools to enhance skill development. Featured speakers include Kenji Mamiya from Kounet CX Design and Michiko Hayashi from JR West.

6. Ending Session: Predicting the Future of Contact Centers
Industry leaders will speculate on how contact centers might evolve over the next five years. These insights will be presented by experts aligned with the ‘Contact Center Research Group,’ including Kiyoshi Akiyama from CXM Consulting.

Exhibition and Demonstrations

In addition to the lectures, there will be numerous demonstrations of the latest IT and AI solutions from various sponsors. Attendees will have the opportunity to engage with cutting-edge technologies and gain insights into their future applications.