#Japan #Tokyo #SoftBank #Gen-AX #X-Ghost

Gen-AX Launches X-Ghost: The Future of AI-Driven Customer Service

In a groundbreaking move for customer service technology, Gen-AX Corporation, in partnership with SoftBank, has officially launched X-Ghost, an advanced AI operator designed for contact centers. Set to address the increasing demand for efficient customer service solutions, X-Ghost seamlessly combines autonomous thinking capabilities with natural voice interaction. After successful pilot collaboration with Sumitomo Mitsui Card Company, Gen-AX is poised to target enterprises with contact centers that have significant staffing needs.

The customer inquiry market is projected to expand rapidly, with estimates suggesting it will reach over 2 trillion yen by 2024. This growth is fueled by advancements in voice recognition technology, which is anticipated to grow at an average annual rate of 16.9% from 2023 to 2028, surpassing 30 billion yen by the end of this period. However, as companies rush to adopt AI technologies, they face significant challenges, particularly in designing effective use cases and maintaining data quality. These challenges can lead to stalled implementations where AI fails to make a lasting impact.

Moreover, many contact centers in Japan struggle with acute labor shortages and high turnover rates, complicating efforts to maintain quality service and transfer operational knowledge. To address these issues, X-Ghost is built to work in harmony with human agents, providing a robust framework for delivering outstanding customer service while supporting employee efficiency. The solution’s key features include:

• - 24/7 Support: An intelligent voice dialogue engine that operates round the clock, ensuring immediate customer assistance at any time.
• - Real-Time Monitoring: A supervising AI that observes speech and system behavior, allowing for risk assessment and guardrail management to ensure safe and reliable interactions.
• - Advanced Speech Technology: X-Ghost employs a cutting-edge Speech-to-Speech model, resolving common hurdles like information loss and response latency, facilitating fluid, human-like conversations.
• - Dynamic API Integration: This feature allows X-Ghost to interact with internal company APIs, tailoring responses based on customer inquiries dynamically.

In addition to the service itself, Gen-AX is launching a comprehensive support system to aid enterprises in implementing X-Ghost. This includes creating an extensive template library categorized by industry to facilitate easy data integration of contact center operations. Additionally, they have established partnerships with consulting firms like JDSC and Sigma Axis to provide end-to-end support from planning to implementation and ongoing improvement.

Gen-AX’s CEO, Shinichiro Isago, emphasizes the importance of AI becoming an integral part of the work environment rather than serving merely as a replacement for human workers. His vision for Gen-AX is to enhance productivity while maintaining the essence of human-centered service, which he refers to as “omotenashi” (Japanese hospitality). He envisions AI as a cornerstone of a future where customer experiences are enriched, leading to societal progress and a more fulfilling workplace.

With plans to expand its capabilities into multilingual support and multi-modal integrations, Gen-AX aims to also explore applications in public services and community infrastructure. The company is committed to creating AI solutions that not only elevate customer service but also contribute significantly to societal welfare.

For more information on X-Ghost and support options, visit Gen-AX's official website.

Company Overview

Gen-AX Corporation
Location: Minato-ku, Tokyo, Japan
Business: Development of AI-powered SaaS products and consulting for AI transformation
CEO: Shinichiro Isago
Website: Gen-AX Website

SoftBank Corporation
Location: Minato-ku, Tokyo, Japan
Business: Telecommunications, Internet services, mobile devices
CEO: Junichi Miyakawa
Website: SoftBank Website