We have introduced "AOI LLM for AmiVoice Communication Suite," a large-scale language model (LLM) for contact centers that can be used securely in a local environment, at SoftBank Corp.'s call center for the purpose of summarizing the content of customer calls.

　"AOI LLM for AmiVoice Communication Suite" is a generative AI service that can generate summaries of call content, extract Q&A, and extract VoC (voice of the customer) in the customer's local environment, without releasing any call data, including confidential information, to the outside world.

　This time, Advanced Media utilized its excellent knowledge of how to train AI with customer data, such as adjusting parameters and preparing training data, which it has cultivated over many years of tuning voice recognition engines, in training LLM. Based on SoftBank's know-how in call center operations, the two companies discussed and decided on a tuning policy while conducting a high-level evaluation and analysis, which successfully achieved extremely fine-tuning effects.

　As a result, the quality of summarization by "AOI LLM for AmiVoice Communication Suite" achieved better summarization accuracy than the state-of-the-art LLM in SoftBank's unique summary accuracy evaluation criteria, such as "specificity," "readability," and "accuracy," so the company began introducing generative AI (artificial intelligence) to summarize customer call content from October 2024. As a result, it is expected that the work time spent on summarization by new operators with little work experience will be reduced by approximately 10%.

　In addition, by providing a highly available and maintainable API as well as a function that maximizes the processing performance of LLM according to hardware resources, we have achieved smooth system integration between the call center system currently being implemented and "AOI LLM for AmiVoice Communication Suite."

　SoftBank has been introducing "AmiVoice Communication Suite" to its call centers since 2019. A high level of security is essential for call centers that handle customer information, including personal information. For this reason, strict data protection and privacy management were required when introducing LLM. Therefore, SoftBank worked with Advanced Media to verify LLM running in a secure local environment.

　As for the base model, after various tests, it was decided to adopt Swallow-70b, a large-scale language model that combines Llama provided by Meta with enhanced Japanese language capabilities developed by Tokyo University of Science (formerly Tokyo Institute of Technology), as it demonstrated high performance for this application.

"AOI LLM for AmiVoice Communication Suite" will be used at SoftBank's call center to summarize the contents of phone calls with customers.

Advanced Media will expand the use of "AOI LLM for AmiVoice Communication Suite," which achieves high summarization accuracy, to a variety of companies and organizations, thereby promoting transformation of contact center businesses and realizing the provision of more efficient, high-quality customer service.

"What is the AOI LLM for AmiVoice Communication Suite?"

This is a generative AI service that can generate summaries of call contents, extract Q&A, and extract VoC (Voice of the Customer) in your local environment without leaking any call data, including confidential information. It is optimized for contact center operations through customization and system integration using knowledge and specialized technology based on a track record of implementation in contact centers in a wide range of industries. It can be used without restrictions such as the number of times it can be used, as with cloud-based generative AI services.

[Screen image] A summary of the voice recognition results is displayed on the screen.