EN
CASE of Re-connect X 02
Call Center Response Using
Interactive AI
Difficulty in Training and Securing Human Resources
Call centers that serve as the face of a company at the front line of customer service have recently been suffering from a chronically tight availability of operators and staffing shortage. Call center operations generally require several months of training, as there is much to learn about the products and the services offered. Due to the difficulty in securing and training human resources, there are cases where operators are assigned to do work without having received sufficient training in that area. In addition, call volume varies between busy and off-peak hours, which complicates the assignment of appropriate personnel. Poor call-handling can lead to lower customer satisfaction and lost opportunities, making it an issue that companies must address as soon as possible.
Voicebot for Optimizing Call Center Operations
NTT Communications has been developing COTOHA Voice DX® Premium, a voicebot solution that uses AI to handle telephone calls at call centers and company contact points since 2019. The solution, an AI-enabled automated voice response system that handles everything from answering calls to subsequent processing, is capable of automated response 24 hours a day, 365 days a year, thus preventing opportunity loss while reducing work hours of personnel, by automating the entire process from receiving inquiries to writing them into the system. The number of channels can be flexibly changed according to variations in seasonal and peak hour demand, preventing customers from feeling uncomfortable or anxious when calls are disconnected. Call center operations can be optimized by utilizing the voicebot for routine tasks and operations with a high volume of incoming calls and allocating vacant operator capacity to tasks that require more advanced responses. The solution has already been implemented in a wide range of industries and operations, including finance, infrastructure, telecommunications, and retail. When it is introduced, we not only combine and provide the best AI engine for each project of the company or organization as a solution but also conduct thorough preparations such as a proof of concept before implementation. Even after introduction, it is possible to individually repeat AI learning and tuning for greater accuracy and come closer to the optimal solution.
Solutions that Can Be Used in Various Fields and Situations
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Takeshi Yoshioka
Senior Manager
Service 1
Communication &
Application Services
Platform Service Division -
Kyosuke Mochida
Manager
First Business
Solutions
Business Solution
Division
Compared to text-based chatbots and web forms, the voicebot has the advantage of being more easily accepted by customers who prefer to be answered by phone, because the voicebot responds with a natural sounding voice through a speech synthesis engine. Voice recognition accuracy will further improve and is expected to increase customer satisfaction as well as the operational efficiency of call centers by offering responses that are even smoother and more accurate. Going forward, we are looking into adding new services, such as identifying individuals using voiceprint identification technology, and we believe that the value of the voicebot as a solution will continue to grow. As voicebots have only recently been introduced worldwide, lots of people likely have yet to use one. We will develop voicebots as a solution that can be used in a wider variety of fields and situations to establish them as an indispensable, familiar presence around the globe.
Note: The content of this article is as of December 2023
