English 
Upsell Technologies Inc. and Pluszero Inc. jointly hosted a launch event today to unveil “miraio,” an advanced AI operator designed to deliver both accuracy and adaptability in call center operations.
About “miraio”
“miraio” is a next-generation AI operator that integrates Upsell Technologies’ proprietary “AI-based automatic talk script generation” with its extensive voice data and operational expertise in commercial call center environments. This is combined with Pluszero’s proprietary AI technology, AEI（人工弾性知能）, which enables human-like understanding of language and meaning. At its core is the AI engine “PUT,” a business-grade language processing and conversational platform that delivers advanced dialogue capabilities while minimizing the risk of hallucinations- incorrect responses commonly associated with AI.
コールセンター業界の主要課題への取り組み
The development of “miraio” was driven by three persistent challenges faced by call centers:
- 回答率の制限:
人員を増やし、業務効率を高めても、回答率は通常80～90%が上限で、特にピーク時には回答できない問い合わせもあります。顧客はしばしば長い待ち時間を経験したり、まったくサポートを受けられなかったりします。 - 不在着信による機会損失:
Calls that are dropped before reaching a live agent-known as “abandoned calls” represent missed revenue opportunities. A joint survey by Upsell Technologies and Pluszero found that 70% of customers abandon their inquiries midway through automated voice guidance or prompts. - オペレーターのハラスメントとスタッフの定着問題:
コールセンターのスタッフは、暴言や長時間の苦情処理に直面することが多く、心理的な負担が大きく、人材の確保や定着に課題があります。
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デモンストレーション・ハイライト
During the event, a live demonstration showcased “miraio” handling a restaurant reservation scenario. The AI successfully guided the customer through each step from taking the reservation and explaining course options to confirming dietary restrictions such as allergies demonstrating smooth, natural conversation flow.
The “PUT” engine, powered by AEI, was highlighted for its superior language comprehension and conversational ability. In both internal trials and external evaluations, such as a performance comparison at a major securities firm AEI-equipped operators delivered highly stable, accurate responses, outperforming similar solutions in intent recognition and response quality.
AIと人間のシームレスなコラボレーション
Another key feature of “miraio” is its operational flexibility, achieved through real-time collaboration between AI and human operators. Human supervisors can monitor AI-led conversations and intervene instantly when necessary. Furthermore, if a customer requests to speak with a person, “miraio” can seamlessly transfer the conversation to a human operator. This hybrid approach ensures that customers receive the most appropriate and satisfying experience based on their preferences.
With “miraio,” アップセル・テクノロジーズ そして プラスゼロ 技術的な洗練と人間的なタッチのバランスを提供することで、カスタマーサポートを再定義し、サービス品質を向上させながら、業界のペインポイントを解決することを目指しています。
日本語