ITOCHU Techno-Solutions Corporation (headquartered in Minato-ku, Tokyo; Tatsushi Shingu, President and CEO; hereinafter “CTC”) and BELLSYSTEM24, Inc. (headquartered in Minato-ku, Tokyo; Hiroshi Kajiwara, President, Representative Director; hereinafter ” BELLSYSTEM24″) will start collaborating to support digital transformation of local government administrative services. This collaboration involves integrating “GenAI Admin Portal for Citizen^*1“, CTC’s generative AI-powered response service for inquiries from residents, with “SmartBPO^*2“, BELLSYSTEM24’s hybrid contact center service with AI and human operator responses. We will provide a service (hereinafter “the Service”) by combining automated responses by generative AI chatbots based on information from each municipality’s official website and human operator responses to individual inquiries from residents, supporting the shift to smart local governments by improving resident services and enhancing employee work efficiency. We aim to achieve sales of 1 billion yen over the next three years.

According to the “2040 Local Government Strategy Study Group^*3” hosted by the Ministry of Internal Affairs and Communications, due to the impact of population decline, local governments will need to deliver services with half the current employees in 2040. On the other hand, the needs for administrative services, including social security services, have been increasing due to aging. Therefore, there is a need for an efficient scheme utilizing digital technologies to stably provide services to their residents.

The Service enables hybrid and one-stop services that combine automated responses from generative AI chatbots and responses by human operators to individual inquires depending on the situation. It allows voice responses 24/7/365, achieving both reduction of employee workloads and improvement of resident satisfaction. The services are provided in multiple languages to accommodate diversity.

GenAI Admin Portal for Citizen is a service that accepts resident inquiries via chat, web browser, and voice, analyzes and evaluates the inquiry content, and automatically allocates response tasks between AI and human operators. The Service uses the generative AI application service “GenAI Admin Portal” from Taiwan’s Intumit, Inc. as its system platform, which allows communications in natural language used daily by humans and references multiple websites. Leveraging our expertise in building generative AI chatbots to analyze frequently asked questions and consultations received by local government employees, CTC is responsible for optimizing the AI platform through tuning such as adding supplementary information to responses, and converting characters that are prone to misrecognition

SmartBPO is a service jointly developed by BELLSYSTEM24 and Intumit Inc., which combines AI with human contact centers. In the Service, BELLSYSTEM24, which has operational experience with Intumit Inc.’s system platform for SmartBPO, supports the operation of GenAI Admin Portal for Citizen and provides the human operator responses. BELLSYSTEM24’s operators, who have knowledge of more than 250 local government operations and many administrative service operations, will respond to inquiries. Additionally, by analyzing information obtained from human responses and automated responses and feeding it back to the AI platform, we will continuously accumulate high-quality knowledge and improve response accuracy.

Going forward, CTC and BELLSYSTEM24 will offer the Service model to local goevernments, with a view to expanding its service menu options and accepting outsourced administrative services, contributing to improving services for residents and streamlining local government operations.

Illustrative Image of Response Service for Residents

*1 GenAI Admin Portal is a registered trademark of Intumit Inc.

*2 SmartBPO is a trademark pending registration by Intumit Inc.

*3 The 2040 Local Government Strategy Study Group is a study group hosted by the Ministry of Internal Affairs and Communications, established to formulate plans for the development of local governments up to 2040. The study group considers strategies to address issues that future local governments will face, such as population decline, aging, and disparities between urban and non-urban areas.

Source : https://www.ctc-g.co.jp/en/company/release/20250328-01896.html