Altius Link Corporation announced the publication of a case study on Hankyu Railway Co., Ltd.’s adoption of its digital contact center service, Altius ONE for Support, for contact center operations. By migrating from an on-premises environment to the cloud and using generative AI, Hankyu Railway has enabled visualization of customer interaction histories and automatic summarization. The initiative reduced average handling time by about 30 seconds per case, contributing to higher response rates and more standardized guidance quality. Hankyu Railway’s transportation information center serves as a highly public-facing contact point that must provide accurate, fast, and customer-oriented responses. However, the center faced several challenges: increasingly diverse inquiries about commuter passes, IC card usage, lost items, and train operation status; analog workflows such as referring to paper timetables and sending or receiving faxes; and fragmented systems in an on-premises environment that prevented centralized information management. These factors increased the difficulty of handling inquiries and widened skill gaps among operators. As part of the initiative, Hankyu Railway renewed its core system infrastructure, introduced automatic transcription of call content using speech recognition tools, and implemented a mechanism for generative AI to summarize conversation histories. This reduced operator workload and also allowed supervisors to monitor multiple calls in real time from their desks, enabling faster support and decision-making. The company also introduced a cloud CRM to shift from information sharing via paper documents and fax to centralized information management and real-time sharing. This created a foundation for smoothly storing, sharing, and utilizing interaction histories, while also enabling more efficient collaboration with other departments and easier analysis and aggregation. Following the system migration, average handling time per case was shorte