Akiko Fukuda joins us where she introduces us to Cotoha the AI agent. Cotoha stands for communication happiness. Customers have provided a lot of positive feedback. They have the option of choosing a human agent or the ai bot and they are choosing the bot. Akiko explains that the younger generation in Japan doesn’t like human interaction within this service reality. She further explains that humans don’t mind asking bots questions they feel might be stupid whereas they would be reticent to ask those same questions to a human agent.