The newly established AI Business Unit will operate in five business areas, including retail technology and AI call centers. With its own R&D organization of 250 engineers that possesses its own Data Science Center and an AI Lab that will serve as an R&D base, this division will create new businesses utilizing AI technology, and strengthen the hiring and training of talent that uses AI to solve business challenges.
CyberAgent Director Takahito Naito will lead this new division.
Takahito Naito Profile
In recent years, focus is being placed on initiatives to improve a company’s customer experience. As a result, the call center market is expected to grow to \982.4 billion* by 2022.
Meanwhile, the serious lack of workers and high turnover rates in the market are issues that have driven companies’ introduction of chatbots and other conversational AI systems for customer service and inquiries to improve call center efficiency and reduce the mental and emotional stress of agents.
Since June 2016 CyberAgent has offered its AI chatbot called “AI Messenger” as a means of facilitating smooth communication between businesses and customers. By enabling the use of both automation and human agents at their call centers, CyberAgent has reduced costs and improved customer satisfaction at companies that have introduced AI Messenger. With the expansion of its offerings through the establishment of the AI Business Unit, which includes a voice dialogue business that aims to automate voice conversations, CyberAgent will support call center operations through text and voice to improve agent efficiency and customer experiences.
*Call Center Market Size (Yano Research Institute Ltd.)
Machine learning, Reinforcement learning, Natural language processing, Computer vision, Image recognition, Computer graphics, Causal inference, Econometrics, Counterfactual machine learning, Optimisation, Quantum annealing, Human-computer interaction(HCI), Robotics, Virtual agent, Social psychology