NTT DOCOMO has introduced a conversational AI that interprets intentions from brief customer inquiries and guides them toward the necessary procedures. Through this mechanism, the generative AI asks follow-up questions to narrow down information, reducing the burden on customers to search through FAQs.
Product LaunchesNTT DOCOMOPKSHA Technology
NTT DOCOMO Introduces Generative AI-Powered 'Clarification' Dialogue Agent, Leveraging PKSHA Technology
This article is a translation. Read the Japanese original
With this implementation, a customer can simply input a short phrase such as "change plan," and the AI will sequentially confirm the target line and desired timing to guide them to the appropriate procedure. This allows for inquiries in natural language, reducing the effort required for customers to organize their situation or look up technical terminology.
In this deployment, the conversational AI agent features of "PKSHA ChatAgent," an AI SaaS provided by PKSHA Technology, are being utilized. To address challenges such as response time delays associated with the use of generative AI, PKSHA also offers a "response stabilization" option that secures processing capacity in advance, ensuring stable responses during production operations.
PKSHA plans to sequentially roll out this conversational AI agent to procedural service windows across various industries, extending beyond the telecommunications sector.
Sources
- NTTドコモ、「正しく質問させる」をやめ、“聞き返すAI”で変える顧客対応 （ITmedia AI+、2026-09-27）