NECネクサソリューションズ launches DEN.Ai voice agent

NECネクサソリューションズ's move places the service inside a cloud environment the company itself manages, and it designs data handling, access management and log management to match each user's non-functional requirements. The offering also reaches beyond the AI itself: the company says it supports everything from proposal through build and operational maintenance, including fault response, and keeps supporting settings changes and improvement proposals after the system is running.

The design departs from the fixed menu operations of conventional number-press voice guidance. Callers speak freely, and generative AI responds to the content of the inquiry as a first-line response. Calls are recorded and also transcribed and summarized, and response conditions are visualized on a dashboard. Because handling histories are kept automatically, staff can quickly grasp what an inquiry was about, and the recorded call content can be analyzed for follow-up work. Records can also be kept for inquiries during busy periods or outside business hours, which the company says helps curb missed cases.