August 1, 2025 - NTT has announced a pioneering AI technology that can visualise expert decision-making processes with approximately 90% accuracy, based on dialogue data from fields such as security incident response and call centre operations. This breakthrough addresses a critical challenge in transferring expert knowledge to less experienced staff, enabling them to replicate expert-level responses more effectively.
The technology works by analysing dialogue data to extract and visualise the thought processes experts use when handling complex queries. According to NTT, this innovation could significantly improve operational efficiency and quality by embedding expert decision-making into AI systems for automated responses. Hiroshi Tanaka, Senior Researcher at NTT, stated, this technology represents a major step forward in knowledge transfer and automation, especially amid growing labour shortages in specialised roles.
This development fits into broader AI trends focusing on responsible AI and automation, particularly in sectors where expert knowledge is scarce but critical. As organisations increasingly adopt large language models and AI infrastructure to automate complex tasks, technologies that can faithfully replicate human expertise are vital. This also highlights the ongoing challenge of AI governance in ensuring that automated decisions remain transparent and trustworthy.
Our view: This advancement by NTT exemplifies how AI can bridge the gap between human expertise and scalable automation. By making expert decision-making processes visible and reproducible, it not only enhances operational resilience but also supports responsible AI deployment. Such technologies will be crucial as industries grapple with workforce shortages and the need for reliable, explainable AI systems.
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