NTS Uses AI to Transfer Veteran Agent Expertise

SINGAPORE, Oct. 15, 2026 /CourierPR/ -- Aurora Mobile Limited, a leading global provider of customer engagement and marketing technology services, has entered into a partnership with AI Storm Co., Ltd., a listed Japanese enterprise IT services company, to deploy and validate a Human-Led AI initiative within the live operations of Nihon Telesystem, Inc. (NTS), AI Storm's wholly owned subsidiary. NTS, which has operated contact centers for more than 38 years, is facing a structural challenge due to the industry-wide labor shortage, which keeps pressure on service consistency. The challenge lies in transferring the judgment, scripts, and resolution paths of veteran contact center agents, who have lived these experiences in individuals and are difficult to replicate at scale.

Aurora Mobile's enterprise-grade AI agent platform, GPTBots.ai, is at the center of this initiative. By localizing enterprise services for the Japanese market, NTS is adopting GPTBots.ai to transform decades of frontline expertise into reusable, continuously improvable AI capability. This approach is guided by the principle of Human-Led AI, which supports rather than replaces human judgment.

NTS's challenge revolves around knowledge transfer: the judgment, scripts, and resolution paths of veteran contact center agents have long resided in individual minds and have proven difficult to replicate at scale. GPTBots.ai captures this experience as knowledge and makes it available in daily operations through a three-stage loop: training, live calls, and post-call review.

In the training stage, AI role-play simulates customer types, inquiry scenarios, and emotional tones, enabling new agents to rehearse realistic cases and receive feedback. This process turns decades of training expertise into a repeatable, optimizable practice regimen. In the live calls stage, AI surfaces relevant business information and response cues in real time, bridging the gap in service quality between agents. Finally, in the post-call review stage, AI automatically summarizes calls, extracts key information, and analyzes service quality, cutting repetitive manual work and turning frontline call experience into a trackable, improvable asset.

With GPTBots.ai as its foundation, NTS can connect corporate knowledge, service standards, conversational context, and operational processes, and progressively apply AI capabilities to agent training, real-time response, and call quality evaluation. This enterprise-grade AI agent platform differs from a one-time deployment, as NTS can maintain and evolve the knowledge that powers every AI response.

This collaboration marks a first step in GPTBots.ai's work to bring enterprise-grade AI into Japan's service industry, beginning with contact center training, real-time response, and call quality evaluation. Going forward, GPTBots.ai will continue to work with AI Storm and NTS to validate AI across contact center training, real-time response, call analytics, and quality management.