transcosmos to Present at AWS Summit Japan, Japan’s largest AWS event for Learning About AWS – Featuring a Case Study Session

The AWS Summit Japan, the largest event in Japan for learning about AWS, was held over two days on June 20 (Thu) and 21 (Fri), 2024.
AWS Summit Japan is an event where participants can learn about Amazon Web Services (AWS) and exchange information with others.

During the event, a variety of sessions were held, and transcosmos also took the stage with a presentation on the theme “Enhancing Contact Center Efficiency and Improving CX with Generative AI.”

In this article, we’ll give you a quick overview of AWS Summit Japan and share the highlights from transcosmos’s session. If you’re interested in how generative AI can be used in contact centers, definitely keep reading!

Table of Contents

1.AWS Summit Japan, the Largest AWS Learning Event in Japan, Held in June 2024   

2.transcosmos Presents a Case Study Session on Generative AI Utilization    

3.[Session Summary] A New Standard Realized by transcosmos – Enhancing Contact Center Efficiency and Improving CX with Generative AI
3-1. Operations for Enhancing Customer Experience (CX)
3-2. Use Cases of Generative AI in Contact Centers (Call Centers)
3-3. System Architecture in Practice
3-4. Future Initiatives by transcosmos Regarding Generative AI

4.For Generative AI Utilization in Contact Centers (Call Centers), Consult with transcosmos

 

1. AWS Summit Japan, the largest event in Japan for learning about AWS, was held in June 2024.

AWS Summit Japan, the largest event in Japan for learning about AWS, was held at Makuhari Messe over two days on June 20 (Thu) and 21 (Fri), 2024.

Hosted by Amazon Web Services Japan G.K., the event featured
more than 150 sessions and over 250 exhibition booths. Throughout the two-day period, over 30,000 attendees visited the venue to learn about AWS, share best practices, and exchange insights.

Among them, the following five themes were highlighted as key topics of interest.

• Generative AI: How AWS’s generative AI is driving organizational transformation
• Developer Tools: How application development is evolving with AWS’s
generative‑AI‑powered assistants
• AWS for Data: Unlocking the true value hidden within your data using AWS
• AWS for Every Application: Running a wide range of innovative applications on AWS
• Security: Proven AWS security that accelerates innovation

For each of these topics, representatives from various companies took the stage to deliver sessions and share the latest insights.



2. transcosmos Also Took the Stage, Presenting a Case Study
Session on Generative AI Utilization

At AWS Summit Japan, transcosmos also delivered a case study session.

The session theme was “A New Standard Realized by transcosmos – Enhancing
Contact Center Efficiency and Improving CX with Generative AI.”

A specialist in AI utilization for the CX field led the session, and it attracted a large number of participants.

CX Service Diagram

Here, we would like to share an excerpt of the content presented in the session

3. A New Standard Realized by transcosmos – EnhancingContact Center Efficiency and Improving CX with Generative AI

CX Service Diagram

The session, titled “A New Standard Realized by transcosmos – Enhancing Contact Center Efficiency and Improving CX with Generative AI,” was held over a 30‑minute rogram.

Aimed primarily at contact center Professionals, the session explained how generative AI can enhance customer experience, introducing specific use cases and tools along the way.

3-1,Operations for Enhancing Customer Experience (CX) 

CX Service Diagram

One of the major challenges faced by contact center professionals is that improving customer satisfaction often leads to higher costs. In many ways, customer satisfaction and cost reduction stand in a trade‑off relationship.

One of the major challenges faced by those working in contact centers is that “improving customer satisfaction inevitably increases costs.” Customer satisfaction and cost reduction are, in many ways, at odds with each other.

CX Service Diagram

In the diagram, the areas highlighted in pink represent the parts where generative AI is utilized to achieve further operational efficiency.

• V‑IVR with AI‑powered recommendations
• Voice AI (automated responses)
• Chatbot (automated responses)

From a business‑process perspective, improvements can be made as shown in the diagram below.

The upper row represents the standard process, while the lower row shows the process enhanced by generative AI.

 

CX Service Diagram

By utilizing generative AI, the following capabilities become possible.

• Shorten and optimize talk scripts
• Reduce the time operators spend searching manuals and knowledge resources during customer interactions
• Automatically summarize call content and record logs after the conversation

In particular, one significant benefit is the ability to more easily extract the Voice of the Customer (VOC) from AI‑generated summaries
of customer interactions, enabling deeper insights and faster analysis.

 Gaining insight into why customers contacted you in the first place—and the context behind their concerns—enables you to take more effective steps toward resolving problems.

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