SoftBank transforms call center operations with AI-driven automation

SoftBank Corp., a major Japanese telecommunications provider, has embarked on a joint project with Microsoft Japan to transform its call center operations using generative AI technologies. Announced in March 2024, the initiative aims to reduce customer wait times and standardize service across over 10,000 business processes. The company previously trialed generative AI in its call centers and found significant potential for increasing automation and enhancing customer experiences. By implementing Azure OpenAI Service and Azure AI Search, SoftBank is developing an LLM-based system to provide accurate, flexible, and context-aware support, moving beyond fixed response scripts. This system will integrate RAG (retrieval augmented generation) using SoftBank’s internal databases. The phased rollout is set to begin in July 2024, with the expectation of significant improvement in customer convenience, quicker answers to inquiries, and automation of routine tasks. The strategic alliance signals SoftBank’s commitment to digital transformation via cutting-edge AI. SoftBank’s call centers manage a wide variety of inquiries relating to mobile, fixed-line, and Internet communication services, necessitating advanced handling due to process volume and complexity. With the new LLM-based system, SoftBank aims to dynamically route and resolve inquiries by leveraging both advanced prompt engineering and its own operation-specific data, ensuring responses are both rapid and accurate. The move is part of a broader push by SoftBank Corp. to lead in Japan’s digital transformation and customer service innovation through generative AI. The project showcases a deep partnership with Microsoft Japan, leveraging Azure technologies as core enablers of scale and reliability.