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August 17, 2025 – Transcosmos Inc., a leading provider of digital customer communications and BPO services, announced today that it has been honored with the Special Award for Digital Utilization in the Best Customer Support of The Year 2026 program, organized by the Japan Institute of Information Technology (JiIT). The award recognizes transcosmos’s innovative use of AI and automation to transform everyday customer support operations into a data-driven, knowledge-sharing engine.
The Customer Support Award program, now in its 26th edition, is designed to promote higher productivity, effective management, enhanced systems, and stronger customer touchpoints across Japanese organizations, regardless of size. It celebrates companies, departments, and business sites that deliver outstanding contributions to business performance and customer satisfaction through creative, technology-backed initiatives.
At the award-winning customer support center, supervisors were spending excessive time on routine tasks—handling escalations, preparing materials, and documenting processes. This left little bandwidth for higher-value activities such as improving the customer experience or delivering value-added proposals to clients.
Transcosmos tackled this challenge head-on with a business transformation initiative built on the principle of “turning everyday operations into data.” The company treated conversations during the escalation process as valuable knowledge assets, rather than ephemeral exchanges.
The technical implementation included:
This fully automated framework enabled knowledge that was previously locked in individual supervisors’ heads to be shared across the organization quickly and consistently. Transcosmos also refined a continuous improvement cycle for prompt design, ensuring the accuracy and relevance of the generated knowledge assets.
The impact was significant. The time required to prepare escalation materials dropped sharply, and average handling time (AHT) improved. The freed-up time allowed supervisors to focus on initiatives such as Voice of the Customer (VoC) analysis, client relationship strengthening, and proactive service improvements.
The outcomes included:
The initiative was praised for aligning the organization’s Mission, Vision, and Values (MVV) with AI-driven operational efficiency. It demonstrated how technology can shift supervisors away from administrative workload toward strategic, customer-centric roles.
Transcosmos’s achievement comes at a time when customer support centers worldwide are under pressure to do more with less. According to a 2025 Gartner report, 68% of customer service leaders cite agent productivity as their top priority, while 52% plan to invest in AI-powered knowledge management tools within the next 12 months.
“The key challenge in customer support is not just handling calls faster, but capturing and reusing the tacit knowledge that experienced agents develop over years,” said Dr. Emily Ross, a customer experience analyst at Forrester Research. “Transcosmos’s approach—turning escalation conversations into structured, shareable assets—is precisely the kind of intelligent automation that will define the next generation of contact centers.”
Transcosmos’s solution also aligns with broader digital transformation (DX) trends in Japan, where companies are increasingly adopting AI to address labor shortages and improve service quality. The JiIT award committee noted that the initiative “sets a benchmark for how AI can be used to operationalize knowledge management at scale.”
Guided by its vision “to be a bridge between people’s happiness and a well-being society with the power of communication,” transcosmos operates approximately 32 customer support locations across Japan, staffed by around 23,000 communicators in its Digital Customer Communications (DCC) sector. The company provides call center, chat, and omnichannel support services, and has been a leader in integrating AI and automation into its operations.
Looking ahead, transcosmos plans to extend the automated knowledge-sharing framework to more of its contact centers, and to explore additional use cases such as real-time agent coaching and predictive customer insights.
The Special Award for Digital Utilization underscores transcosmos’s commitment to innovation in customer experience. By treating every escalation conversation as a data point, the company has not only improved efficiency and satisfaction but also created a more rewarding work environment for its supervisors. As AI continues to reshape customer support, transcosmos’s approach offers a replicable model for organizations seeking to balance operational excellence with human-centric service.
Transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries. Other company names, product names, and service names mentioned herein are the trademarks or registered trademarks of their respective owners.
