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Communication Engine COTOHA

Communication Engine
Virtual Assistant”

Communication Engine COTOHA

An artificial intelligent communication engine capable of appropriate responses and business processing

The Communication Engine "COTOHA® Virtual Assistant" is capable of understanding natural spoken and written language and communicating with users with a high-level of accuracy

Understanding and memorizing the context of English/Japanese language

Utilizing more than 40 years of NTT R&D technologies 

Flexible interaction

Capable of natural conversation, such as responding to unexpected questions and returning to the original subject

Storage and expansion of conversation flow

Escalating automatically to a human operator. Expanding her response capabilities flexibly by memorizing human interactions

Service Overview
Features & Benefits
Use Cases

"COTOHA® Virtual Assistant", a communication engine, provides customers with responses for inquires, problem solving and business processing such as placing orders and issuing invoices by communicating with users and by analyzing and understanding spoken and written language with a high-level of accuracy.

COTOHA Service overview
COTOHA Service overview

"COTOHA® Virtual Assistant" understands natural spoken and written language, communicates accurately with users in place of a human operator and performs business processing such as accepting reservations, troubleshooting and various other procedures. 

"COTOHA® Virtual Assitant" incorporates the following features:

①Comprehension of English/Japanese context
"COTOHA® Virtual Assistant" analyzes the meaning of user speech by labeling concepts or relationships such as subject, object and time of action. She communicates accurately by memorizing data for each individual user.
(1)Understanding and memorizing the context of English/Japanese language
②Flexible interaction
"COTOHA® Virtual Assistant" prepares “slots” for elements required for answers, then acquires elements for unfilled slots automatically through conversation. She is capable of natural conversation including responding to unexpected questions from users and returning to the original subject.
(2)Flexible interaction
③Reduced set-up workloads
Setting up "slots" reduces the workload when setting up branches that tend to increase in proportion to the number of elements. In addition, a technology for absorbing orthographic variants reduces the workload of inputting response scenarios which tend to be complicated.
(3)Reduction of set-up operations workloads
④Memorization and expanding response
When a user has a problem or complicated request that cannot be resolved by her, she escalates the conversation to a human operator. "COTOHA® Virtual Assistant" cumulatively memorizes human interactions and uses this information in conversation to flexibly expand her response capabilities.
(4)Memorizing and expanding response flow
[1] Omnichannel marketing and "COTOHA® Virtual Assistant"
creating business opportunities
"COTOHA® Virtual Assistant" is capable of responding to user queries in chat. This innovation shifts encounters with products and services away from searches and towards entertaining conversation. She is also capable of accepting simple orders such as reservations and guiding users to real stores.
[1] COTOHA outline image
[1] COTOHA outline image

Expected effects of
Expanded user contacts and sales promotion
Improved user convenience and satisfaction via 24/7 response
Improved coordination between channels (leading users to e-commerce /application sites, etc.)
New user experiences via online services

[2] Stores and "COTOHA® Virtual Assistant"
Reducing workloads when installed in robots and in-store terminals
Dialog-based interface (application) with users when installed in robots and in-store terminals that act as sales agents in retail stores. "COTOHA® Virtual Assistant" understands and responds to questions and requests from users via natural language conversations.
[2] Stores and COTOHA outline image
[2] Stores and COTOHA outline image

Expected effects of
Improvement of in-store user convenience and satisfaction
Attraction of users and sales promotion by utilizing robots or in-store terminals
Reducing store staff workloads
Streamlining by coordinating with product info, etc

[3] Internal business processing and "COTOHA® Virtual Assistant"
Centralization of employee inquiries and procedures on enterprise information portals
"COTOHA® Virtual Assistant" provides employees with a one-stop service for office procedures and IT-related queries. COTOHA performs simple tasks such as sending application forms via e-mails and resetting passwords in place of a human operator.
[3] Internal business processing and COTOHA outline image
[3] Internal business processing and COTOHA outline image

Expected effects of
Improved convenience for inquiries/applications via one-stop service
Quick resolution of causes of delays
Reduced workloads for general affairs and management department

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