NTT Technocross press release (2024.09.26) NTT Techno Cross The call center AI product “ForeSight Voice Mining” will commercialize the harassment detection function (patent pending) using generated AI in the new year. NTT Technocross Corporation (Headquarters: Minato-ku, Tokyo, President and CEO: Atsuko Oka, hereinafter referred to as “NTT Technocross”) has announced its call center AI product “ForeSight Voice Mining (hereinafter referred to as FSVM)”. We plan to commercialize a new feature (patent pending) that uses generated AI to detect customer harassment (hereinafter referred to as “customer harassment”) early in the new year. Background In recent years, harassment has become a social issue, and the
psychological burden on employees engaged in customer support work is becoming increasingly serious. Because harassment can lead to the risk of reduced work efficiency due to mental exhaustion and employee turnover, it is necessary to detect it early and respond
appropriately. Up until now, FSVM has been used to support operators’ responses by detecting pre-registered keywords (words) and sharing them with administrators. It was a difficult situation to utilize Kashara detection. This time, we are developing a new feature that uses generated AI to detect harassment even when the conversation does not include direct expressions, and send an alert to administrators. Utilizing this function can reduce the psychological burden on operators and help prevent harassment.
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accusations that could not be captured using keywords (words) alone. It is also possible to set standards in line with your company’s anti-kashara policy. (2) Alert notification when Kashara is detected When FSVM detects harassment, the administrator is notified, and the administrator can provide response support, such as giving advice on how to respond to the operator, or taking over the role of responding to the operator. Future developments At NTT Technocross, we are contributing to the creation of an environment where call center operators can work with peace of mind, such as by utilizing AI to predict and predict harassment, which is difficult to judge by humans. □ What is ForeSight Voice Mining FSVM is a call center AI product that utilizes voice recognition technology, emotion analysis technology, and language analysis technology. Based on voice recognition technology researched and developed by NTT, we convert and summarize call content into text. In addition, by automatically displaying manuals based on the content of the call, and with call monitoring functions, it helps call centers, local governments, etc. improve their telephone response capabilities, and improves CX (customer experience). *Introduction results: 56,000 seats (as of the end of August 2024) □ Terminology/Annotations *1: Ministry of Health, Labor and Welfare “Customer Harassment
Countermeasures Corporate Manual” (
https://www.mhlw.go.jp/content/11900000/000915233.pdf ) *”ForeSight Voice Mining” is a registered trademark of NTT Technocross
Corporation. *Proper nouns such as product names and company names listed are generally trademarks or registered trademarks of the relevant companies or organizations.