Transcosmos : established an AI laboratory “Communication Science Lab”, which specializes in…

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) established 'Communication Science Lab', a laboratory specifically used for conducting research on cutting-edge technologies including its unique artificial intelligence (AI) and machine learning that specialize in business-to-consumer communication, a field which continues to go digital. Welcoming Mr. Satoshi Sekine, an Associate Research Professor at New York University as its technology adviser, and conducting joint research with external research institutes and partner companies, Communication Science Lab will promote the implementation of next-gen communication, which is based on AI and data science to society, whilst developing talents.

■Laboratory Overview

■Story of setting up 'Communication Science Lab'

Along with so called digital transformation, the innovation of information technology, business-to-consumer communication has become more digitalized in recent years. Various data generated from such communication is now turned into information assets, whilst cutting-edge technologies like AI and machine learning are driving automation. As a result, quality and additional value of products and services have improved dramatically and communication has become more accurate and streamlined than ever before.

The fruits of digital transformation go beyond just higher corporate earnings and ICT market expansion. Digital transformation has generated new communication styles that utilize smartphones and voice devices. What's more, it has boundless potential to create solutions for social issues such as customer service staff shortages in call centers and stores, or excessive work hours.

Yet, in Japan, there is no academic field or research institute that works on reconstructing 'ideal business-to-consumer communication for the digital age', academically and systematically. In fact, Japan lags behind other nations in this area.

As such, Japan is out of touch with the reality of digital transformation, and has not sorted out the challenges associated with it, and furthermore there is no sufficient function which makes policy recommendations to society and the government on the matter.

With such awareness, transcosmos has decided to establish its unique AI laboratory 'Communication Science Lab' within its main office, aimed at applying science to business-to-consumer communication.

■'Communication Science Lab' Aim and Overview

The objective for establishing Communication Science Lab is to apply science to business-to-consumer communication comprehensively by leveraging cutting-edge technologies such as AI and robotics as well as data science like machine learning and natural language processing.

In order to implement next-gen communication which is based on AI and data science to society, Communication Science Lab invites Mr. Satoshi Sekine, an Associate Research Professor at New York University as its technology adviser, and conducts joint research collaborations with universities, external research institutes and partner companies to make what is termed proof-of-concept. The lab will also promote the development of transcosmos's unique, purpose-built AI and data analysis methodologies. The lab will open and start research with around 10 members, mainly consisting of transcosmos's AI and machine learning experts. Along with the theme of upcoming research, it will expand the team accordingly.

Specifically, Communication Science Lab will work together on the following 5 themes with various external research institutes including universities and partner companies:
1. A fact-finding survey on business-to-consumer communication which is rapidly going digital and omni-channel. Sort out challenges associated with said trend.
2. Develop solutions and annotations to overcome challenges associated with implementing voice, text and other unstructured data recognition technologies to actual operations.
3. Develop algorithms to classify VOC (voice of customer) and conduct context analysis by using machine learning and natural language processing
4. Make proof-of-concept on communication automation by using cutting-edge technologies such as AI and robotics. Prepare and improve corpus-based and rule-based approaches.
5. Develop talents and conduct an awareness program to promote above activities.

Via all of the above activities, Communication Science Lab will solve information asymmetry problem between consumers and businesses by accumulating information assets that will include a corpus-based approach, a rule-based approach and algorithms that are essential in making next gen-communication in the digital age. Ultimately, Communication Science Lab aims at becoming the largest 'communication data bank' in Asia.

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*transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
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About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have combined superior 'people' with up-to-date 'technology' to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients' business processes focusing on both sales expansion and cost reduction through our 173 locations across 31 countries with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients' excellent products and services to consumers in 49 countries around the globe. transcosmos aims to be the 'Global Digital Transformation Partner' of our clients, supporting the clients' transformation by leveraging digital technology, responding to the ever-changing business environment.