#Japan #Tokyo #contact center #InnovaCall #AI Quality

Understanding the Future of Contact Center Training in the AI Era

On July 9, 2026, ARI Advanced Technology Co., Ltd., based in Shibuya, Tokyo, will host a free online seminar titled "Transforming Contact Center Training in the AI Era: Innovative Role Play and Quality Evaluation Lessons for New Training Standards." In today's rapidly evolving business landscape, traditional methods of training in contact centers face various challenges, including prolonged onboarding processes, manager-dependent training, and inconsistencies in service quality evaluations.

To address these issues, a shift is necessary from isolated training sessions to a structured system that incorporates practical exercises, consistent performance evaluations, and robust improvement feedback. This seminar aims to explore these new training paradigms and illustrate them using cutting-edge technologies, such as AI role play and quality evaluation tools.

Keynote Address

The seminar will feature a keynote address by Suzuko Yamao from OPERA Co., who is deeply involved in contact center educational reform. Yamao will share insights on the necessary components for organizations that aim to cultivate growth and learning in their workforce within the AI context.

Sessions Overview

Session 1: Learning Through Failure

In this session, Kousuke Shinonari from ARI will discuss the importance of failure in the learning process and how AI role play can revolutionize traditional training methodologies. Participants will gain a deeper understanding of how simulated experiences can better prepare new hires for real-world scenarios.

Session 2: From Monitoring to Improvement

Hitoshi Hirayama from Optage Co. will present practical applications of AI in service quality evaluation. This session will focus on how monitoring can effectively lead to actionable improvements, ensuring a continuous feedback loop that enhances overall service quality.

Cross-Talk Panel

Finally, a cross-talk segment will delve into the realistic possibilities and limitations of AI in practical applications. Participants will hear about the importance of establishing a safe environment for experimentation, where agents can practice without fear of repercussions.

Target Audience

This seminar is ideal for those responsible for re-evaluating training and development in contact centers, including managers and team leaders who face challenges with inconsistent quality evaluations and the need for systematic improvement. It is also for individuals who wish to streamline the training to evaluation process using AI technologies.

ARI Company Profile

ARI Advanced Technology Co., Ltd. (ARI) is a leading DX company specializing in business transformation through cloud technology and data-driven solutions. Founded in January 2010 and led by President Toshinori Takeuchi, ARI is committed to assisting businesses in achieving their digital transformation goals. The company is listed on the Tokyo Stock Exchange's Growth Market under the stock code 5578, with a capital of approximately 1.44 billion yen as of February 2026.

Through innovative product offerings such as the "cnaris" comprehensive cloud utilization support service and the "dataris" data and AI utilization service, ARI is dedicated to solving client challenges in the ongoing digital landscape.

Registration Details

• - Date & Time: July 9, 2026, from 15:00 to 16:30
• - Format: Online (via Zoom)
• - Cost: Free of Charge

Interested participants can register through the form provided at: Registration Link.

Note: Attendance may be restricted for employees of competing companies.