Salesforce Rolls Out Japanese Version of AI-Powered Customer Service Platform

Salesforce has launched the Japanese version of its Agentforce Voice AI platform, expanding its customer service automation tools in Japan. The general availability of the Japanese-language Agentforce Voice was announced on August 7 by Salesforce Japan.

Agentforce Voice combines low-latency speech recognition, voice synthesis, and real-time CRM actions to automate customer service. This technology allows businesses to provide more natural and reliable interactions with customers through phone calls. Beyond answering inquiries, the system can update CRM records, create cases, trigger workflows, and connect with application programming interfaces through the voice channel.

The Japanese version of Agentforce Voice adopted Kotoba's Koto voice foundation model, which provides ultra-low-latency speech-to-text and text-to-speech technology tailored to Japanese, Korean, and Chinese. This allows for more natural Japanese voice interactions. Hiroyuki Kojima, Chief Executive and co-founder of Kotoba Technologies, said in a statement that Japanese requires voice AI systems to handle honorific language, spoken expressions, and context-dependent nuance.

Salesforce has begun integrations with Genesys and Comdesign's CT-e1/SaaS cloud CTI service to support deployments. Agentforce Voice is also planned for multiple languages, including English, French, Portuguese, and Spanish, with some languages in beta.