#Japan #Tokyo #commubo #AI voice bot #Softfront

Major Upgrade of AI Voice Bot 'commubo'

Softfront Japan, a subsidiary of Softfront Holdings, has announced a significant upgrade to its AI voice bot, 'commubo', introducing new functionalities that leverage generative AI and LLM×RAG technology. This version, commubo ver. 4, aims to enhance customer interaction while addressing the challenges faced by contact centers in today's demanding environment.

Background: Ensuring Automation Does Not Leave Customers Behind

In the contact center industry, there is a pressing need to automate responses due to labor shortages and increasing training costs. Traditional scenario-based voice bots struggle with unexpected questions and ambiguous statements, leading to a less than optimal customer experience. To meet the demand from contact centers for effective automation that prioritizes customer satisfaction, Softfront has focused on developing features that utilize generative AI for better contextual understanding.

However, some companies remain cautious about full-scale adoption of generative AI, considering issues around complexity and operational reliability. Softfront's innovative solutions aim to overcome these concerns.

Evolution of the Voice Bot: Making It Truly Functional and Business-Fit

This version update introduces three key features tailored for generative AI:

• - Customer-Facing Interaction Powered by Generative AI: Enables flexible responses based on contextual understanding.
• - Hybrid AI Model: Allows for a mix of traditional scenario-based interaction and adaptable generative AI responses.
• - Utilization of LLM×RAG Technology: Integrates internal knowledge resources, such as manuals, to enhance response accuracy.

By offering high customizability through a no-code editing interface, commubo continues to support various operations within contact centers, facilitating the fulfillment of specific business needs. This enhancement is not only expected to improve customer experiences but also broaden the scope of automation to alleviate the pressures of labor shortages, rising recruitment and training costs, and the operational burdens associated with traditional scenario-based setups.

Examples of How Generative AI Can Enhance Operations

• - Identifying Call Reasons Based on IVR Speech: Effectively classifying calls based on vague content.
• - Knowledge-Based FAQ Responses: Providing answers by referencing learned knowledge, and linking to operators if issues remain unresolved.
• - Troubleshooting Sessions: Identifying issues through iterative inquiries and suggesting solutions based on learned knowledge.
• - Context-Aware Voice Recognition: Adjusting recognition in line with context, ensuring accuracy for specific terms or rules.
• - Emotional Recognition: Inferring customer emotions from spoken content and responding with empathy.
• - Randomized Survey Responses: Allowing customers to answer in any order, with real-time follow-ups if necessary.

Since its launch in 2019, commubo has served over 400 clients, drawing on extensive industry experience to deliver a voice bot that is genuinely functional and adaptable to business requirements.

The expected release for this upgrade is in November 2025, and attendees at the upcoming “Call Center/CRM Demo & Conference 2025 in Tokyo” can visit the commubo booth to get the latest updates. We invite everyone to participate!

Exhibition Details

Title: Call Center/CRM Demo & Conference 2025 in Tokyo (26th Edition)
Date: November 13-14, 2025, from 10:00 AM to 5:30 PM
Venue: Sunshine City Cultural Center, 3-1-1 Higashi Ikebukuro, Toshima City, Tokyo
Organizer: Rick Telecom Company, Monthly Call Center Japan, Informa Markets Japan
Booth Number: 2B-5 (2nd Floor)
Exhibition Website: Call Center Japan

About 'commubo'

Commubo is a natural conversation AI voice bot tailored to facilitate complex and continuous voice interactions. Combining high-speed AI for natural conversations with user-friendly operations and seamless system integration, it provides functionality for automation and adaptability to the unique workflows of each implementing company. Commubo has successfully supported various industries in improving efficiency and productivity within both inbound and outbound telephone operations, addressing challenges from overflow calls to order and reservation management.
Visit Commubo Website

About Softfront Japan

Softfront Japan specializes in providing communication platforms that foster expressive and effective connections through voice calls, video chats, and real-time messaging. Recently, they have integrated AI and automation technologies, launching cloud telephony services like 'telmee' and enhancing their natural conversation AI voice bot, 'commubo', to create innovative communication solutions across different business sectors. Visit Softfront Japan

Contact Information

For inquiries regarding 'commubo':
Softfront Japan Co., Ltd.
Phone: 03-6550-9930
E-mail: [email protected]

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