The challenge of operator shortages and high costs in Japan's call center industry is being met with an innovative, cross-border AI solution. Singapore-based Functional AI Partners Pte. Ltd. and Japan's elDesign, Inc. have jointly announced the completion of a multilingual Voice AI Agent developed specifically for the Business Process Outsourcing (BPO) market in Japan. This agent handles tasks traditionally performed by human operators, offering significant cost reductions and 24/7 support in multiple languages.
Quick Intel
A Singapore-Japan partnership has developed a multilingual Voice AI Agent for call centers.
The agent handles tasks traditionally done by humans in Japanese and English.
The current cost is US$0.67 per call, with a target to reduce it to US$0.20.
It addresses Japan's critical operator shortages and structural cost challenges.
The agent was built using platforms like Eleven Labs, n8n, and Twilio.
The development was completed in a 1.5-month period.
Addressing Japan's Call Center Crisis
The development is a direct response to persistent issues within Japan's contact center industry, including a severe talent shortage, an aging society, and the rising prevalence of customer harassment. While digital transformation has progressed, the need for human operators for complete call resolution remains a bottleneck. This AI agent aims to enable fully autonomous call handling, providing support during nights, holidays, and for foreign language inquiries that are often difficult to staff.
Technical Architecture and Strategic Platform Selection
The AI agent was developed over 1.5 months using a carefully selected tech stack to ensure stability and global standards. The platforms include Eleven Labs for superior Japanese voice synthesis and versatility, n8n for workflow design and email communication due to its user-friendly interface, and Twilio as the SIP trunk provider for seamless integration with existing call center telephony systems. This approach prioritizes data management within Japan while leveraging leading global technologies to avoid the limitations of a isolated tech ecosystem.
Proven Cost Efficiency and Future Vision
A key outcome of the project is its demonstrated cost-effectiveness. Based on simulations for 1,000 calls per month, the system operates at a cost of US$0.67 per call, which is on par with or lower than standard outsourcing rates. The partners aim to further reduce this cost to US$0.20 per call. The long-term vision is to increase the AI adoption ratio in Japan's call center industry to 30% by 2030, fundamentally addressing the sector's structural challenges through automation.
This collaboration marks a significant step in modernizing Japan's BPO industry. By combining Japanese operational know-how with Singapore's AI development expertise, the partners are providing a practical, cost-effective solution that not only alleviates immediate operational pressures but also paves the way for a more resilient and efficient future for customer service.
【Functional AI Partners Pte Ltd (FunAi)】
Established in Singapore in 2022, Functional AI Partners (FunAi) focuses on practical AI agent development for the Asian market under the motto “Simplifying AI Agent Utilization.” The company has successfully developed over 21 AI agents to date, each designed to deliver operational value and usability across diverse industries.
A member of the Singapore Computer Society, FunAi continues to explore meaningful applications of AI in the evolving digital economy.
【elDesign, Inc.】
Founded in 2014 with the vision of "designing a new lifestyle from the perspectives of energy, environment, and economy," the company engages in both consulting and incubation within the energy sector. Committed to addressing societal challenges through the creation of innovative businesses, it will continue to pursue new ideas and technologies in its ongoing endeavors.
Website https://eldesign.jp/en/
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