PIJ Co., Ltd. is building out a deployment of its AI call center platform "Smart AI Call" for Company E, a participant in our proof-of-concept program. This is the first deployment from the PoC program we opened in January 2026. It currently runs in production against a live telephone number for verification; the date it formally opens for calls will be decided once Company E has completed its own testing.
■ Three layers
- The AI intake engine — answers the call, listens, and routes it.
- The agent console (a web phone) — where a person takes over. Everything runs in the browser.
- The admin console — where the operation is run: reporting, history, settings.
■ AI intake engine — the site is identified before the question is asked
- The site comes first. The AI picks up which site the call concerns from what the caller says, and confirms it against the site records held in the database. If it cannot be caught by voice, the call falls back to number entry.
- There is no menu tree asking the caller to choose a category. The request is taken by conversation from the caller's first sentence — only digits that are hard to catch by ear are taken on the keypad.
- The AI reads the request back in the caller's own words, so a misunderstanding is corrected on the spot.
- The caller chooses how to be helped: guidance by voice, or a form sent by SMS.
- The form sent by SMS differs by type of request, and arrives with the site details already filled in. The caller only writes the request itself.
- The call is registered in kintone as a case automatically. Company E keeps using the kintone it already has as its record book. Site records are taken in once a day.
- The AI drafts a first-pass category for the request; the final call rests with the person handling it.
- First-line intake runs around the clock. Anything that needs a person is handed over to an agent.
■ Agent console — the whole job runs in a browser
- Cases handed over by the AI arrive in a queue. By the time an agent answers, the site, the request and the caller's number are already on screen.
- Handovers between agents are warm transfers (see note). A call can be passed on any number of times, and passed back.
- Agent-to-agent internal calls, hold and resume, and presence for who is free.
- Dialing out from an on-screen keypad or the phone book, a callback list, call and connection history, and the conversation log.
- No desk phones, no line work, no PBX.
Note — a warm transfer means the caller waits on hold while the two agents speak to each other first, out of the caller's hearing; the request is passed along before the caller is, so the caller never has to tell the story twice. Handovers stay within the same call center.
■ Admin console — the operation can maintain itself
- Call logs across every call, with filtering, recording playback, and the conversation log.
- Reporting on volume, average duration, the breakdown of handover reasons, and daily and monthly trends.
- Editing of the knowledge the AI answers from, SMS templates, agents, and the phone book — no development work required.
- Automatic summaries of how a case was handled, and transcription of agent-handled calls.
- Deletions are logical, so a deleted record can be restored.
■ PoC partners still welcome
We continue to accept PoC partners for Smart AI Call. Participants receive a lifetime discount that continues after general release, along with priority development for feature customization.
Get in touch: https://pij.tokyo/en/#contact
■ Three layers
- The AI intake engine — answers the call, listens, and routes it.
- The agent console (a web phone) — where a person takes over. Everything runs in the browser.
- The admin console — where the operation is run: reporting, history, settings.
■ AI intake engine — the site is identified before the question is asked
- The site comes first. The AI picks up which site the call concerns from what the caller says, and confirms it against the site records held in the database. If it cannot be caught by voice, the call falls back to number entry.
- There is no menu tree asking the caller to choose a category. The request is taken by conversation from the caller's first sentence — only digits that are hard to catch by ear are taken on the keypad.
- The AI reads the request back in the caller's own words, so a misunderstanding is corrected on the spot.
- The caller chooses how to be helped: guidance by voice, or a form sent by SMS.
- The form sent by SMS differs by type of request, and arrives with the site details already filled in. The caller only writes the request itself.
- The call is registered in kintone as a case automatically. Company E keeps using the kintone it already has as its record book. Site records are taken in once a day.
- The AI drafts a first-pass category for the request; the final call rests with the person handling it.
- First-line intake runs around the clock. Anything that needs a person is handed over to an agent.
■ Agent console — the whole job runs in a browser
- Cases handed over by the AI arrive in a queue. By the time an agent answers, the site, the request and the caller's number are already on screen.
- Handovers between agents are warm transfers (see note). A call can be passed on any number of times, and passed back.
- Agent-to-agent internal calls, hold and resume, and presence for who is free.
- Dialing out from an on-screen keypad or the phone book, a callback list, call and connection history, and the conversation log.
- No desk phones, no line work, no PBX.
Note — a warm transfer means the caller waits on hold while the two agents speak to each other first, out of the caller's hearing; the request is passed along before the caller is, so the caller never has to tell the story twice. Handovers stay within the same call center.
■ Admin console — the operation can maintain itself
- Call logs across every call, with filtering, recording playback, and the conversation log.
- Reporting on volume, average duration, the breakdown of handover reasons, and daily and monthly trends.
- Editing of the knowledge the AI answers from, SMS templates, agents, and the phone book — no development work required.
- Automatic summaries of how a case was handled, and transcription of agent-handled calls.
- Deletions are logical, so a deleted record can be restored.
■ PoC partners still welcome
We continue to accept PoC partners for Smart AI Call. Participants receive a lifetime discount that continues after general release, along with priority development for feature customization.
Get in touch: https://pij.tokyo/en/#contact
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