7 Recommended Articles to Enhance CX Using AI Agents in Contact Centers This Year-End and New Year

Enhance Customer Experience with AI Agents

As the year draws to a close, it's the perfect time to reflect and gear up for the upcoming challenges and opportunities. Mobilus Inc., a company renowned for developing and providing CX solutions for contact centers, has just released a compelling selection of seven articles on their media platform, CX-Branding Tech. Lab. These articles shed light on the usage of AI agents and offer innovative hints for enhancing customer experience (CX).

Insightful Articles to Explore

The articles featured span various topics. Let’s delve into the highlights:
1. SBI Ikiki Small Amount Short-Term Insurance has successfully achieved a reception completion rate of over 70% using a generative AI agent-based voice bot. This case study underscores how financial institutions can dramatically improve operational efficiency while enhancing customer satisfaction.

2. FANCL Corporation has established a chat interface that integrates personal data input forms and FAQ systems, catering to clients’ preferences and ensuring they receive the most optimal CX.

3. A piece titled “The Future of AI Agents in Call Centers” explores the remarkable advancements in generative AI within contact centers, discussing the potential trajectory for this burgeoning technology.

4. The necessity and benefits of integrating AI agents into customer support is thoroughly analyzed, emphasizing how such moves can bolster service efficiency and customer contentment.

5. The article on Customer Harassment (Kasuhara) provides a comprehensive overview, detailing specific examples, impacts on businesses, and actionable strategies for mitigation, especially in light of regulations introduced in Tokyo.

6. An insightful study reveals that the utilization of LINE’s official account is surging, with nearly 70% of those aged 60 and above using the service—marking a 10% increase over five years. This shift highlights how over 60% of all age groups prefer chat for corporate inquiries.

7. A roundtable featuring representatives from Gen-AX, Genesis, and Mobilus discusses the current state of generative AI use in contact centers, alongside crucial steps companies should adopt moving forward.

Predictions for 2026

Looking ahead to 2026, the integration of generative AI is set to accelerate, with its application broadening across diverse sectors. Notably, generative AI is poised to evolve from merely assisting operators to becoming a frontline resource facing clients directly. However, challenges regarding the operational implementation of these advanced technologies remain. Preparations such as organizing customer data and refining knowledge bases have emerged as essential infrastructure for successful generative AI adoption.

At Mobilus, the focus is on addressing these real-world challenges. The company aims to evolve corporate CX through a synergy of technology and operations. The insights provided in the CX-Branding Tech. Lab articles are designed to assist professionals as they reflect on the past year while planning for the year ahead.

About Mobilus Inc.

Founded in September 2011, Mobilus Inc. specializes in tailored branding designs to anticipate and resolve client problems, thus enhancing corporate value and profitability. With their innovative technologies, they offer a SaaS solution named MooA® to support operational efficiency and facilitate digital communication through chat systems and voice bots. The Mobil Series has seen adoption by over 500 firms and has secured the top sales market share in chatbot solutions for seven consecutive years. Mobilus strives for a mission-oriented approach, aiming to lead the way in CX with technology. Their ongoing research initiatives are shared through various formats on the CX-Branding Tech. Lab platform, which includes reports, seminars, and trials.

For more detailed insights, please visit: CX-Branding Tech. Lab.