Revolutionizing Customer Service with AI-driven Harassment Detection and Prevention

In a groundbreaking development, Knowledge Flow Inc., a software research and development company based in Shinjuku, Tokyo, has launched a fully automated harassment detection and prevention feature within its Interactive Voice Response (IVR) system known as IVR+ on September 11. This innovative solution aims to provide businesses with an easy-to-adopt mechanism to combat customer harassment, a pressing issue in today's work environment.

The Rise of Customer Harassment

Recent reports indicate that more than 75% of customer service operators have experienced instances of customer harassment, commonly referred to as 'Kasuhara' in Japan. This alarming statistic emphasizes the need for robust protective measures in the customer support sector. In response to the rising concern, the Tokyo Metropolitan Government plans to initiate a subsidy program for companies actively tackling customer harassment starting June 2025.

Recognizing this urgent social need, Knowledge Flow has proactively developed a remarkable new feature within IVR+ that aims to alleviate the burden on customer service staff by offering real-time analysis and automated responses to potential harassment situations.

An AI-Powered Solution

The newly launched harassment prevention feature leverages cutting-edge generative AI to offer a three-pronged solution: real-time analysis, automatic alerts, and flexible call management. Unlike previous approaches that simply relied on keyword detection, Knowledge Flow’s generative AI comprehensively understands context, tone, and intent, thereby significantly improving detection accuracy. This advanced mechanism can identify indirect and potentially harmful requests, such as