Labor shortages and high turnover bottlenecked call centers. Now, staff use an AI assistant to accelerate responses and cut wait times.
A Japanese telecommunications and IT operator with approximately 20,000 employees facing severe national labor shortages and rising operational costs across its customer care operations.
The legacy call center infrastructure struggled with long wait times and high staff turnover, threatening service continuity in a highly competitive...
“SoftBank chose Microsoft Azure due to its AI capabilities and scalable platform—essential for significantly improving the resolution rate through AI. The set of tools that Azure provides made it a clear strategic choice for building our next-generation customer service infrastructure.”
Japanese mobile carrier providing wireless, broadband, and digital services.
Enterprise software, cloud infrastructure, and consumer electronics platform.
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