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Voice Recognition x AISupport for "detection and countermeasures" all at once
Customer Harassment Detection and Countermeasures Package
Now, companies are taking measures against customer harassment.
Strengthening is required
In recent years, interest in customer harassment (customer harassment) has been growing as a social issue. In June 2025, a law requiring employers to take measures against customer harassment will be passed and enacted in the Diet, and employers will be required to implement measures in the future. Contact centers also need to strengthen their customer harassment countermeasures to ensure the safety and security of employees.
The key to combating customer harassment is "real-time response" and "improving the system"
The key to preventing customer harassment is to have a system in place that detects occurrences in real time and follows up immediately. After handling the case, analyze the case and review manuals and processes to prevent recurrence. The key is to continually repeat this cycle of "detect → follow up → analyze → improve." Rather than ending with a temporary response, the fundamental solution is to systematize it across the entire organization.
No.1 domestic market share, installed in 500 companiesReflects our know-how!
Customer Harassment Detection and Countermeasures Package Specialized for Contact Centers
This is a special package that combines six functions of AmiVoice Communication Suite customized for customer harassment detection and countermeasures with AOI LLM's customer harassment information extraction model.
It provides comprehensive support from the time a call is answered to the time it is processed after the call ends, including detecting inappropriate comments made during the call, providing psychological support for operators, assisting managers in making decisions, and even post-call analysis. It incorporates know-how gained from its track record of implementation in over 500 companies, establishing a cycle of customer harassment detection, response, improvement, and prevention. It also offers an analysis function that utilizes generative AI, allowing it to flexibly respond to the various customer harassment prevention needs of contact centers. It is available free of charge to users of AmiVoice Communication Suite.
If you have any concerns about customer harassment, please feel free to contact us.
The effects are shown in numbers! 2-piece document set.
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ContactMain functions
"Alert" notifies administrators of customer harassment calls.
Smooth support is possible
Based on the content of conversations that contain customer harassment words and the duration of the conversation, the system detects calls that are likely to be customer harassment and sends an alert to the administrator. The administrator can immediately grasp the load status of the operators, and can detect customer harassment early and provide appropriate follow-up even in situations where it is difficult to speak up.
For example, if a condition such as "abusive language or verbal abuse is used" or "call duration is longer than average, over an hour" is met, an alert will be detected and the administrator will be notified. Also, if the operator determines that they are "being subjected to customer harassment," they can manually request help from the administrator.
Detect customer harassment with "call filters."
Appropriate guidelines are automatically displayed in a pop-up
It instantly detects inappropriate remarks during a call, such as abusive language and verbal abuse, and displays a pop-up with appropriate response guidelines for the operator. It can display specific response points and talk scripts for each situation, such as "standardizing customer response" to prevent unreasonable requests such as requesting the same response based on past special treatment, and "approach according to customer type" to avoid redundant responses for customers who value speed. It prevents variation in response among operators, prevents problems before they occur, and maintains and improves response quality.
Advanced post-mortem analysis using generative AI and determination of customer harassment level
Utilizing "AOI LLM for AmiVoice Communication Suite (AOI LLM)," a large-scale language model (local LLM) that can be used in a local environment, the system measures the level of customer harassment on a six-point scale for each call. It is possible to extract the reasons for determining customer harassment, the underlying utterances, and a summary of the customer's needs, making it possible to identify issues that cause customer harassment and consider areas for improvement to prevent recurrence. It is also possible to output call categories such as "delayed delivery" and "request for refund," enabling multifaceted analysis.
"Call quality evaluation template" improves operator skills and increases response efficiency
The skills of operators are objectively evaluated and the content of the call is scored. By conducting additional training and role-playing based on the evaluation results, it is possible to improve and standardize the quality of service provided by operators who are less likely to commit customer harassment.
Extracting customer harassment calls through "automatic linking of various functions with call tags"
Call tags such as "possible customer harassment" can be automatically added. By filtering by tag, it is possible to extract relevant calls using the same criteria. By sharing response methods according to different patterns based on the accumulated call data, it can be used to improve response content and provide training.
Customer harassment detection and countermeasure package features, demos, and implementation consultations
Please feel free to contact us.
The effects are shown in numbers! 2-piece document set.
Catalog download
Feel free to ask us anything, even if it's just for information gathering!
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