Toho Gas wanted to modernize its contact center with AI - but only with a partner whose technology could meet the Japanese standard for ASR accuracy, reliability, and operational discipline. To select that partner, Toho Gas ran a competitive evaluation: NamiTech was chosen ahead of 14 other bidders - including major established vendors from both inside and outside Japan. Winning that selection, against the strongest domestic and international names in the market, was the first decisive proof of NamiTech's technical edge.

Toho Gas (THG Holdings Group) signed an agreement with NamiTech and selected Nami Intelligence as the AI platform for the group's internal operations in Japan.

January 2025 - Live in Production

Nami Intelligence went into operation, activating AI-powered voice analytics and real-time operational insight inside Toho Gas's daily workflow.

March 2025 - Expansion: NamiSense CCS

Based on early results, Toho Gas committed to deploying NamiSense CCS as the AI engine for its contact center - extending the partnership from internal operations into the customer-facing front line.

October 2025 - Full-Scale Contact Center Rollout

NamiSense CCS goes live supporting up to 250 concurrent contact-center agents (CCU), with real-time speech recognition, agent guidance, and AI summarization in production.

From 2026 - Toho Gas Group as NamiTech's Japan Distributor

Toho Gas Group becomes NamiTech's strategic distribution partner in Japan, focusing on the gas and utilities sector. This represents a rare evolution from enterprise customer to strategic partner and distributor.

• Real-time speech-to-text. Conversations are transcribed live, in Japanese, with high accuracy (>95% in noisy, multi-speaker conditions; WER below 5% on real call-center audio).
• Agent Assist. The system surfaces guided response suggestions to agents during the call, helping them handle complex situations consistently without breaking the flow of conversation.
• AI Summarization. Call summaries, key points, and follow-up actions are generated automatically the moment the call ends - removing the bulk of manual after-call work and reducing the operational errors that come with copy-paste workflows.
• Supervisor Assist. Real-time notification on calls that need attention, giving supervisors the full context instantly so they can step in with critical guidance, exactly when the agent needs it.

The solution is built on NamiTech's multilingual ASR engine, optimized for Japanese and engineered to clear the high quality bar set by Japanese enterprise customers.

• ~12% reduction in Average Handle Time (AHT)
• ~88% reduction in After-Call Work (ACW) time - driven by automatic call recording and AI summarization
• 250 concurrent contact-center agents supported
• Real-time speech-to-text + AI summarization in production
• Selected ahead of 14 competing bidders, including leading Japanese and international vendors
• Reduced manual workload, freeing agents to focus on customer experience
• Shorter wait times for end customers
• Higher consistency and lower operational error rates

By cutting administrative time per call, Toho Gas's contact center has been able to raise agent productivity while improving service quality - a rare combination that reflects what AI is supposed to deliver in real operations.

- Mr. Tadashi Yotsuya, Managing Executive Officer, Executive General Manager of Innovation Promotion Division, and President of Toho Gas Information System Co., Ltd.

The fact that Toho Gas's parent group chose to invest in NamiTech and become its Japan strategic reseller from 2026 is the clearest possible signal of confidence - from enterprise customer, to strategic investor, to channel partner. It is also the foundation of NamiTech's Japan-first APAC strategy: build credibility in Japan, then scale into Malaysia, Indonesia, and the wider regions.