NTT has developed the world’s first AI technology capable of visualising expert decision-making processes with approximately 90% accuracy, the company stated in a press release.
The technology addresses a long-standing challenge in query response operations – the difficulty of transferring expert knowledge to less experienced staff. It does so by analysing dialogue data from areas such as security incident response and call centre operations.
The AI leverages large language models to extract structured representations of expert decision-making processes, allowing even junior staff to replicate expert-level responses. NTT plans to integrate these extracted decision flows into automated systems to enhance the consistency, quality and efficiency of query handling.
The technology was evaluated using FloDial1 – a publicly available dataset comprising dialogue data and corresponding flowcharts used in natural language processing assessments. Flowcharts generated by NTT were compared against the dataset’s ground-truth flowcharts. The comparison showed that the system successfully reproduced approximately 90% of the question-and-suggestion tree structures.
The research was accepted as a findings paper at the 63rd Annual Meeting of the Association for Computational Linguistics, held from 27 July to 1 August 2025.
NTT now aims to enhance the system’s performance using real-world dialogue data, which often includes incomplete or discontinuous exchanges, to ensure practical applicability in operational contexts.
NTT is a Japanese company driving sustainability through innovation. It is a global technology provider offering services to consumers and businesses across mobile operations, infrastructure, networks, applications, and consulting.
The company has over $90 billion in revenue, invests $3 billion annually in R&D, and employs 340,000 people across more than 80 countries and regions. NTT serves clients in over 190 countries, including more than 75% of the Fortune Global 100, along with thousands of other enterprises, government clients, and millions of consumers.
