AI voice recognitionAmiVoiceToride City Hall is the first local government to use a counter-service solution equipped with ® to combat customer harassmentOn September 1, XNUMX, Started test operation of

A pioneering initiative by local governments in anticipation of the implementation of the revised law, aiming to improve the psychological safety of employees and the quality of citizen responses

　Advanced Media Corporation (Head office: Toshima-ku, Tokyo; Chairman and CEO: Kiyoyuki Suzuki; hereinafter, "Advanced Media") provides the No. 1 domestic market share^{On September 2, XNUMX,} A solution for customer service equipped with AmiVoice, an AI voice recognition system from Yahoo! JAPAN, has been installed in the consultation room of the Citizen Collaboration Division of Toride City, Ibaraki Prefecture, as part of measures to combat customer harassment, and test operation began on Tuesday, November 18th.
　This is the first time that a local government has implemented this system to combat face-to-face customer harassment, utilizing voice recognition and emotion analysis in real time.^{On September 1, XNUMX,} This will be an initiative.

[Background of the test operation]
In recent years, customer harassment has been attracting attention as a social issue, and it is becoming increasingly urgent for all companies and local governments to take measures to ensure the safety and security of their employees. The Tokyo Metropolitan Government enacted the Customer Harassment Prevention Ordinance, which aims to protect employees from nuisance behavior by customers and improve the working environment, and came into effect on April 1, 2025. Furthermore, the Ministry of Internal Affairs and Communications has been conducting a survey of local governments to understand the actual situation of customer harassment among employees as a measure against customer harassment.^{On September 3, XNUMX,} and initiatives to provide guidelines for establishing consultation systems and conducting training.^{On September 4, XNUMX,} In addition, the revised Act on Comprehensive Promotion of Labor Policies, which was promulgated on June 11, 2025, will make it the obligation of all companies and local governments to take measures against customer harassment, and business operators will be required to take action.

[Toride City's issues and countermeasures]
In light of this, Toride City is promoting the digitalization of its government administration and, as part of its legally mandated countermeasures against customer harassment, is considering ways to utilize AI technology to increase the psychological safety of staff who deal with inquiries at its counters, as well as to ensure smooth communication with citizens. Toride City's Citizen Collaboration Division is responsible for responding to various questions and inquiries from citizens, and connecting them to the appropriate department depending on the content of the inquiry. Responses to inquiries from citizens are often made in closed spaces such as private rooms, and it is not uncommon for one staff member to handle multiple citizens at once. This can cause mental pressure and anxiety, so creating an environment where staff can respond with peace of mind was a challenge.

To address these issues, Toride City has focused on "visualizing" the content of responses and has begun trial operation of a counter response solution equipped with Advanced Media's AI voice recognition, AmiVoice. With this solution, the city aims to verify the effectiveness of preventing customer harassment during counter responses, reducing staff stress, and improving response quality, and to build a system that can be used as an objective record in the unlikely event of a problem occurring.

[Overview and effects of solutions for customer service]
This solution helps to record and visualize the details of customer support interactions as a countermeasure against customer harassment during face-to-face work, such as at customer service counters. AI speech recognition automatically transcribes conversations with callers, creating an environment where response history can be objectively understood, enabling appropriate action based on the records when customer harassment occurs. Because the solution operates as a standalone system that can be used offline, there is no risk of recorded information leaking, allowing for secure management. Furthermore, response history can be searched by criteria such as "date and time" and "keywords," and accumulated data can be used as evidence. Advanced conversation analysis using AI can also visualize trends in behavior that trigger customer harassment. This can also lead to strengthening on-site response capabilities, such as by revising manuals and improving training content.

[About the agreement between Advanced Media and Toride City]
Advanced Media and Toride City signed a Voice Tech-related Technology Collaboration Agreement in April 2021. Furthermore, the agreement was revised to adapt to the changing times, and the agreement was re-signed on April 1, 2024. Through the use of ICT in administrative work and technological development through public-private partnerships, the two companies are jointly promoting improved operational efficiency and resident services.

　Advanced Media will continue to utilize AmiVoice, an AI voice recognition system, and promote its expansion to local governments and companies facing similar challenges, with the aim of realizing a society where everyone can communicate with peace of mind.

Test operation overview

Solution overview for customer service

This solution, which aims to prevent customer harassment in face-to-face work, automatically transcribes interactions using AI speech recognition, AmiVoice, and records and visualizes them. Records are managed securely and can be searched by date, time, or keyword. In addition to being used as evidence, the accumulated data can also be used for trend analysis using generative AI to visualize behaviors that induce customer harassment, as well as for reviewing manuals and improving training content. It can also be used to analyze the content of customer service and business negotiations, improving the quality of the entire business.
https://salesboost.advanced-media.co.jp/sf-cms/

*1 Researched by our company. As of the end of November 2025. "Implementation of measures against face-to-face customer harassment through real-time monitoring using voice recognition and emotion analysis."
*2 Source: ecarlate LLC “Speech Recognition Market Trends 2025” Speech Recognition Software/Cloud Service Market
*3 Ministry of Internal Affairs and Communications "Survey of Employees Regarding Various Types of Harassment in Local Governments" (released April 25, 2025)
https://www.soumu.go.jp/main_content/001007193.pdf
*4 Ministry of Internal Affairs and Communications, "Regarding Thorough Measures Against Various Harassment in Local Governments" (announced June 21, 2024)
https://www.soumu.go.jp/main_content/000954171.pdf

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