NTT TechnoCross plans to add AI Navigation to ForeSight Voice Mining in December. The feature will use conversation context to suggest a human call-center operator’s next response or action. It extends existing information-display tools as staff handle complicated procedures requiring several checks, and is designed to reuse existing response manuals and conversation scripts.
NTT TechnoCross has announced AI Navigation for ForeSight Voice Mining, its operator-support software within the CTBASE call-center product family. The feature is scheduled for December 2026. It will use the content of an ongoing call to suggest the human operator’s next response or action in real time, extending the information assistance already provided by the software.[1], [2]
NTT TechnoCross says voice bots and frequently asked questions increasingly handle routine inquiries. Human staff can face more complicated requests, such as contract changes and applications involving individual circumstances. These require checking several conditions before choosing a path. Existing tools display manuals and answers associated with keywords, but operators still have to decide which option to select and what to say next.[1]
AI Navigation is designed to recommend that next step from the conversation’s context. The company identifies missed checks, incorrect guidance and the burden of supporting new staff among the problems it seeks to address. Existing response manuals and conversation scripts can be reused. Future development is intended to broaden operator support and apply the approach to analysing and improving voice-bot response scenarios.[1]
