AI Operator X-Ghost
2025-07-16 03:11:58

Revolutionizing Customer Service with AI Operator X-Ghost by Gen-AX

Transforming Contact Centers with X-Ghost



In a world where customer satisfaction hinges on prompt and efficient service, Gen-AX has introduced a paradigm shift with its autonomous AI operator, X-Ghost. This innovative solution leverages Generative AI to transform voice interactions within contact centers, enabling businesses to provide uninterrupted service 24/7. Following a successful pilot program with Sumitomo Mitsui Card Company, the official rollout is set to commence in fiscal year 2025.

Addressing the Workforce Crisis



Japan is currently grappling with a significant labor shortage, particularly in the service sector. The turnover rate across all workers averages 8.7%, but in the contact center industry, this figure skyrockets to around 30%. Such high attrition rates lead to inconsistent service quality, lower customer satisfaction, and increased operational burdens, highlighting the urgent need for innovative solutions.

X-Ghost is poised to address these challenges head-on. By facilitating real-time, human-like dialogues, it can help ease the pressure on human operators while ensuring a consistent and high-quality customer experience. The importance of quickly adapting to diverse product offerings and enhancing customer experience cannot be overstated, as these factors directly influence a company’s sales and brand value.

Features of X-Ghost



The AI operator, X-Ghost, offers several cutting-edge features that set it apart in the customer service realm:

  • - Natural Language Processing: X-Ghost is designed to conduct smooth, human-like conversations, enhancing the overall customer interaction.
  • - Data-Driven Insights: The system analyzes tasks based on profound operational knowledge, while also cataloging customer interactions for quality assessment.
  • - LLM Operations: Through this infrastructure, X-Ghost is capable of evolving by autonomously learning, ensuring it provides optimal answers and suggestions to customer inquiries.

This approach aims to mitigate the high turnover rates that plague traditional contact centers and manage the workload effectively, allowing for a more streamlined operation.

Voices from the Industry



Daisuke Onishi, the CEO of Sumitomo Mitsui Card Company, expressed his concerns over limited operational hours and the inconsistency in service quality due to a lack of manpower. He emphasized the need for continual operational structure in the face of these challenges. By adopting X-Ghost, they aim to improve customer convenience through round-the-clock service, enhancing overall customer experiences while targeting a future where over half of the 6 million annual inquiries are handled by AI.

Vision from Gen-AX



Shinichiro Isago, CEO of Gen-AX, emphasized that the contact center environment is reaching a crucial turning point that requires innovation beyond just human efforts. He advocates for AI as a partner that not only automates tasks but grows alongside human staff. The LLM Ops framework embedded in X-Ghost enables continual learning and adaptation, keeping pace with evolving operational landscapes. Gen-AX remains committed to delivering immediate, tangible outcomes that resonate with real-world needs, addressing pressing social challenges with speed and efficacy.

Sales and Support Strategy



With a record of collaborating with approximately 93% of Japan's major corporations, SoftBank Corporation will spearhead the sales initiatives for X-Ghost, ensuring seamless integration and support. Gen-AX will assist companies in refining their business processes while gathering necessary data for the AI's deployment.

Businesses interested in implementing X-Ghost can reach out to SoftBank’s sales division for consultation.

Future Developments



Looking ahead, the partnership with initial adopters will continue to evolve with technical validation, setting the stage for the official launch of X-Ghost in 2025. Collaboration with affiliated companies like SB Intuitions is also on the horizon, promising geared development of sophisticated solutions that meet customer needs.

In conclusion, X-Ghost by Gen-AX is more than just an AI tool; it's a transformative ally in the ongoing challenge of delivering exceptional customer service amidst a rapidly changing workforce landscape.


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Topics Consumer Technology)

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