NTT East has introduced an automated reporting system utilizing generative AI to handle reports of unsafe equipment, such as sagging telephone lines and damaged utility poles. Previously, reports surged during natural disasters like typhoons and heavy rain, resulting in overcrowding and long wait times for users. The introduction of automated reporting fully automates the entire process, from reporting to dispatch, enabling a swift and reliable response. This automated reporting system targets reports of unsafe equipment, which account for approximately 30% of user inquiries to the 113 emergency line.

システムのイメージ（System image）

Based on the user’s spontaneous speech, the AI ​​classifies reports as unsafe equipment, and then uses the content of the report to ask additional questions regarding urgency, equipment condition, installation location, and other necessary information, leading to response arrangements. This process ensures a smooth completion of the entire process, from reporting to response. Starting with the introduction of this automated reception system, the company aims to further improve the safety of its communications equipment and service quality, thereby strengthening its resilience in the event of a disaster or emergency.

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