What is the main goal of this project?

The project aims to automate over 70% of routine telephone inquiries for certain tax types at the Kobe City Tax Department, thereby reducing the workload on staff and improving the quality of service for citizens.

Which companies are involved in this implementation?

NTT Marketing Act ProCX is the primary contractor, implementing the 'AI Worker VoiceAgent' service, which utilizes generative AI from AI Shift Inc.

Why did Kobe City decide on a full-scale implementation?

A successful three-month trial period demonstrated high performance, achieving an automated response rate of over 65%, which led to the decision for a full-scale rollout.

How will the AI system handle inquiries?

The AI voice agent will understand the intent of questions regarding common topics like residence tax notices and certificates, and provide answers from a FAQ database. If it cannot answer, the call will be transferred to a human staff member.

What is the duration of this project?

The full-scale implementation will run from mid-June 2026 to March 31, 2027.

AI News NQ Analysis

神戶市稅務部正式導入AI語音客服系統

NQ 評分 95/100

AI 摘要（NQ 加工版）

NTT Marketing Act ProCX 將為神戶市稅務部導入生成式AI語音客服系統，目標是將超過70%的例行性諮詢自動化，以減輕職員負擔並提升市民服務品質。

AI 分析

常見問題

Q: What is the main goal of this project?: A: The project aims to automate over 70% of routine telephone inquiries for certain tax types at the Kobe City Tax Department, thereby reducing the workload on staff and improving the quality of service for citizens.
Q: Which companies are involved in this implementation?: A: NTT Marketing Act ProCX is the primary contractor, implementing the 'AI Worker VoiceAgent' service, which utilizes generative AI from AI Shift Inc.
Q: Why did Kobe City decide on a full-scale implementation?: A: A successful three-month trial period demonstrated high performance, achieving an automated response rate of over 65%, which led to the decision for a full-scale rollout.
Q: How will the AI system handle inquiries?: A: The AI voice agent will understand the intent of questions regarding common topics like residence tax notices and certificates, and provide answers from a FAQ database. If it cannot answer, the call will be transferred to a human staff member.
Q: What is the duration of this project?: A: The full-scale implementation will run from mid-June 2026 to March 31, 2027.