TMJ will present at a conference in September 2026.
The session covers AI and human collaboration in customer service.
It will feature a guest from Mitsui Fudosan Realty.
What happened
TMJ, a SECOM Group company that builds and operates contact centers and back offices, will present a session titled "Efficiency, Empathy, and Human-AI Co-creation" at the AI & DX Leaders' Conference 2026 on September 11, 2026.
Why it matters
The session addresses a common problem where companies adopt AI tools without improving customer experience or transforming operations. TMJ will share its BPR (business process re-engineering) expertise to explain what separates AI that changes customer service from AI that just adds another tool.
What to watch
The discussion will feature Endo Yuya of Mitsui Fudosan Realty's sharing business division, covering how AI and humans can be balanced at the front line of customer contact. The event is free with pre-registration and will be held at Otemachi Place Hall & Conference.
Ask the AI about this article →
TMJ's participation reflects a broader trend in Japan where customer service operations are adopting generative AI. The session, based on a webinar TMJ hosted in August 2026, uses a car-sharing customer support case study to illustrate real-world challenges. By bringing in a client from Mitsui Fudosan Realty, TMJ aims to show both the contractor and operator perspectives.
The company's background includes over 30 years of managing contact centers, originally spun off from Benesse's in-house call center. Since joining SECOM in 2017, TMJ has leveraged that group's network. The conference session will highlight how BPR expertise—breaking down and redesigning work processes—can guide AI deployment, rather than focusing on tool selection or prompt techniques alone.
This approach suggests that successful AI adoption in customer service depends on clear role division between AI and humans. The discussion will likely explore how to maintain quality while improving efficiency, a pressing issue for many businesses. However, the press release provides limited detail on specific outcomes or metrics, so the actual impact of these ideas remains to be seen.
For example, today's edition would include:
AI-summarized, only the topics you pick — one digest a day via Email, Slack, or Discord.
Free · takes 30 seconds · unsubscribe anytimeWhat is AIToday? →
Ask AI anything about this article. Q&As are published on this page for other readers too.
Chinese large-model developer Z.ai says it can now support large-scale inference using roughly 100,000 domesti…
AI system scaling has pushed interconnect requirements inside data centers from chips and boards up to racks…
Analyst Ming-Chi Kuo says Nvidia has revived the Rubin CPX AI accelerator with a substantially redesigned arch…
Palantir Technologies stock has posted multi-year gains, including an 11x return over 3 years
Apple has escalated its legal battle against OpenAI, claiming in a new court filing that OpenAI is actively de…
Samsung Electronics has locked up as much as 70% of its memory production capacity under long-term supply agre…
