#Japan #Tokyo #AWS #Customer Harassment #Uful

Uful Set to Exhibit Innovative AI Solutions at AWS Summit Japan 2025

Uful Inc., headquartered in Minato, Tokyo, is gearing up to showcase its groundbreaking solutions aimed at addressing customer harassment, commonly referred to as "Kusuhara," at the upcoming AWS Summit Japan 2025. The event will be held on June 25-26, 2025, and Uful's exhibition will highlight how AI can enhance customer support operations while protecting employees from the psychological toll of Kusuhara.

Background on Kusuhara

In recent years, customer harassment has emerged as a significant social issue across various industries, heavily impacting customer service environments. Research conducted by the Japanese Trade Union Confederation indicates a disturbing statistic: workplaces that lack proper measures against Kusuhara report an alarming turnover rate of 67.6%, in stark contrast to just 8.5% in environments that have implemented effective strategies. Starting in April 2025, several local governments will enforce anti-Kusuhara regulations, following the passage of a revised labor policy that mandates businesses to adopt measures against customer harassment. This highlights the urgent need for organizations to bolster their response strategies at a systemic level.

Uful's extensive experience in supporting the operational needs of contact centers across over 30 diverse sectors—including finance, manufacturing, pharmaceuticals, food, education, and lifestyle—will inform the development of their new AI solutions designed to shield operators from harassment. These innovative tools will be presented at AWS Summit Japan 2025, providing practical insights into how customer support can effectively tackle this pressing issue.

AI Solutions Unveiled

Utilizing Amazon Connect Contact Lens, Uful's solution employs AI-powered voice recognition to monitor conversations in real-time. The system can instantly detect high-pressure statements from customers, such as demands for apologies or escalation to supervisors, as well as derogatory remarks. When the AI identifies any hostile or abusive behavior, supervisors receive immediate alerts, enabling fast and organized responses to the situation at hand. This proactive approach to call monitoring ensures that support teams can react swiftly to safeguard both operators and the quality of service.

In addition, the solution offers real-time transcription of calls and sequential summarization through Amazon Bedrock. This feature equips team leaders to have a timely overview of ongoing interactions, allowing for informed decision-making and interventions when necessary.

Further enhancing the support framework, Uful introduces the Amazon Q generative AI assistant. Leveraging insights from customer conversations, this tool provides operators with instant suggestions based on internal knowledge, significantly improving service quality and customer satisfaction. Once calls conclude, Uful also aids operators through after-call work by evaluating performance using recorded data and detailed call insights.

During the summit, attendees will have the opportunity to engage in live demonstrations, role-playing scenarios that utilize these sophisticated functionalities.

Event Details

• - Dates: June 25-26, 2025
• - Location: Makuhari Messe (Uful Booth No. 081B, Hall 5)
• - Organizer: Amazon Web Services Japan
• - Registration: Free pre-registration required. Interested participants can access the AWS Summit Japan 2025 registration site and click "Register" using the provided invitation code.

As organizations grapple with the challenge of customer harassment, Uful's innovative AI solutions promise to revolutionize the approach to customer support, ensuring a safer and more effective working environment for operators while simultaneously enhancing customer experiences.