#Generative AI #AICX Association #Call Center Japan

Generative AI and Contact Center Summit 2026

The "Generative AI ✕ Contact Center Summit," organized by the editorial team of Call Center Japan and supported by AICX Association and Generative AI Japan, is set for August 26, 2026, at the Ochanomizu Sola City Conference Center in Tokyo. This event aims to capture the current trends of AI agents in the customer service (CS) sector, specifically within the rapidly evolving landscape of contact centers.

The summit will feature prominent speakers and discussions conducted by experts and leading companies. It will explore the potential futures shaped by generative AI and identify the environments and preparations necessary for businesses to adapt effectively. Attendees can expect practical insights based on the latest case studies, covering AI operators, AI-based role-playing, VOC (Voice of Customer) summarization and analysis, and knowledge management.

The AICX Association, dedicated to transcending barriers and transforming experiences, plays a crucial role in promoting the implementation of AI agents. They aim to enhance work efficiency through talent development, dissemination of practical knowledge, and collaborative initiatives among companies, ultimately driving transformative changes in operations, organizations, and customer experiences. Generative AI Japan, meanwhile, was established in January 2024 to strengthen Japan's industrial competitiveness through the promotion of generative AI applications, establishing guidelines, and offering recommendations. Notable figures in academia and industry, including Professor Hiroaki Miyata from Keio University, serve as leaders in this initiative.

Keynote and Special Lectures

The keynote discussion will feature key figures such as AICX Association’s Executive Director, Kensei Ozawa, and Isamu Sato, Communication Director at Fanbase Company. They will delve into the essence of AI usage in customer service to foster customer loyalty, discussing strategies that can create a 'fan base' in today's AI-driven service landscape.

Highlights of Special Lectures Include:

• - Special Lecture 1: Focusing on crafting accessible FAQs for the automation era, the session will address how services can evolve from