DNP Corerise and Hmcomm to pilot hybrid AI-human contact centers

DNP Corerise and Hmcomm have announced a collaboration to conduct a demonstration of a hybrid contact center that integrates AI with human operators. The pilot program is scheduled to begin in October 2026.

The demonstration will utilize a voice-interactive AI agent to handle inquiries for the hybrid bookstore honto. The AI will manage routine queries, while complex cases requiring individual judgment will be seamlessly transferred to human operators. During the transfer, the AI will provide the operator with the preceding dialogue information to reduce the burden on the customer and improve efficiency.

Key objectives of the demonstration include analyzing the AI's completion rate, evaluating the accuracy of AI-generated responses based on existing knowledge bases, and testing the naturalness and speed of the voice interactions. DNP Corerise aims to develop a full voice-interactive AI agent service for commercial use by April 2027, based on the findings from this pilot.