NTT TechnoCross adds real-time AIナビゲーション to call-center tool, December launch

The new feature goes beyond simply displaying manuals or FAQs. It automatically determines the purpose of the conversation from what the customer says, displays the corresponding talk script, and color-codes the part currently being discussed so the operator can visually grasp what to say next. This is meant to prevent missed hearing and guidance errors.

A practical detail is that talk scripts already recorded in Excel at the contact center can be imported directly. Existing manuals and scripts can be used, so there is no need to create new content specifically for navigation. NTT TechnoCross explains the feature was developed because, while voice bots and FAQs automate routine work, inquiries requiring complex procedures and judgment tend to concentrate on human operators, raising psychological pressure and the burden of training and follow-up on managers.

Looking ahead, the company says it aims to expand the feature beyond operator support into analyzing and improving voice-bot response scenarios, advancing both human and automated handling.