CTC and RightTouch are partnering to help companies deploy AI in customer support.
A study found 74% of AI agent deployments were rolled back.
Their new service aims to prevent such failures through neutral assessment.
What happened
CTC (Itochu Techno-Solutions) is launching a new AI assessment service called CTC-AINAVI and has partnered with AI contact center startup RightTouch. The service is designed to diagnose why AI projects stall at the proof-of-concept stage.
Why it matters
A report at a 2026 Las Vegas customer experience event found that 74% of companies that deployed AI agents have rolled them back, often after unexpected behavior damaged their brand. CTC argues that many failures stem from choosing tools before planning for real operations, a lack of data-driven targeting, and no clear return on investment.
What to watch
CTC and RightTouch will divide the work, with CTC providing neutral, vendor-agnostic assessments and system integration, while RightTouch handles specialized AI deployment. The goal is to move customer support from a cost center to a strategic hub that creates customer value.
Ask the AI about this article →
The partnership between CTC and RightTouch addresses a common problem: companies feel pressure to adopt AI but often start with the tool rather than the business problem. The reported statistic that 74% of AI agent deployments have been rolled back suggests a widespread issue with planning and integration, not just the technology itself.
CTC positions its new assessment service as a way to look at the entire customer journey, not just the phone call. The company notes that customers often research online before calling, and a truly effective AI solution must connect those touchpoints. This approach aligns with RightTouch's stated belief that the goal should be solving the customer's problem, not merely reducing call volume.
Both companies emphasize that successful AI deployment requires it to be "dissolved" into daily business operations. This involves considering the existing system environment and anticipating challenges like system integration or knowledge gaps. CTC says it is willing to embed staff with clients for months to ensure the AI becomes established, highlighting that the real work often happens after the initial sale.
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