TechMatrix's "FastSeries"
"AmiVoice^® Strengthening collaboration with "Communication Suite"

TechMatrix Corporation's contact center solution "FastSeries" has strengthened its integration with "AmiVoice Communication Suite." With this integration, AmiVoice can convert call audio into text in real time, and after the call ends, the AI-generated summary text and VOC extraction content can be automatically imported into each item in "FastHelp." Furthermore, by linking real-time call text to the contact center CRM system "FastHelp" and FAQ knowledge system "FastAnswer," customer support operations can be made more efficient and customer satisfaction can be improved.

1. Background/purpose
In recent years, contact center operations have been required to operate efficiently due to the increasing complexity of customer support and the increase in the number of inquiries. In addition, as an increasing number of companies aim to improve customer experience (CX), there is a growing demand for solutions that balance response quality and speed. To solve these issues, TechMatrix has strengthened its collaboration with AmiVoice, a voice recognition solution provided by Advanced Media, and by converting call voice into text and linking the summary text generated by AI to FastHelp and FastAnswer, TechMatrix will improve operational efficiency during phone calls and customer satisfaction.

2. Realizing business efficiency through automatic integration of "FastHelp" and "AI processing results generated by AmiVoice Communication Suite"
The AI ​​speech recognition solution "AmiVoice" converts the contents of the call into text in real time, and the secure generation AI "AOI LLM for AmiVoice Communication Suite" generates summaries and extracts VOC. The contents are automatically linked to the contact center CRM system "FastHelp". This process solves the following issues:

　Main benefits

1. Improve response speed and qualityBecause operators no longer need to enter the response history after the call ends, post-processing time is significantly reduced, and the speed of response is improved by shortening the processing time per inquiry. Because operators no longer need to take notes during the call, they can concentrate on the content of the call, which is expected to improve the quality of the response.
2. Accurate VOC ExtractionBy utilizing generative AI, consistent data classification is achieved. Classifications that previously tended to be biased toward "other" are now properly organized, enabling accurate VOC extraction. This significantly reduces the cumbersome work required to enter detailed information for VOC analysis, and to check and correct the entered information.
3. Use for FAQ knowledgeBy extracting Q&As from the exchange between customer inquiries and operator responses and linking them to FastHelp, you can use them to enhance your FAQs through the FAQ knowledge system "FastAnswer." By enhancing internal knowledge, you can improve the speed and accuracy of responses to customers. By enhancing external knowledge, you can improve the self-resolution rate and improve your CX.

In this way, the combination of "AmiVoice and generative AI," "FastHelp," and "FastAnswer" dramatically improves the operational efficiency of contact centers. In addition, by extracting VOCs and utilizing FAQ knowledge, it becomes possible to further improve operations and grasp customer insights.

3. New versions of "FastHelp" and "FastAnswer" and the integration with "AmiVoice" have been updated
The new versions of "FastHelp" and "FastAnswer", which went on sale in February 2025, continue to offer the integration functions with "AmiVoice Communication Suite" and the voicebot (voice recognition IVR) "AmiVoice ISR Studio" that were supported in "FastHelp2" and "FastAnswer5".

　Main benefits

1. Voice recognition results are automatically registered in CRM response historyConversations between customers and operators are automatically registered in the response history for each customer in "FastHelp." This makes it easy to review and check detailed information on past responses as voice or conversation history.
2. Real-time automatic linking of FAQ search termsWhen pre-defined keywords are detected in a conversation between a customer and an operator, they are linked to the "FastHelp" and "FastAnswer" FAQ search terms. The corresponding FAQ is displayed instantly, allowing the operator to quickly resolve the customer's questions and issues. This allows the company to provide an excellent customer experience.
3. Voice bot responses are automatically registered in CRM response historyThe content of responses made by the voicebot, which utilizes the high speech recognition accuracy of "AmiVoice," is automatically registered in the response history for each customer in "FastHelp." This means that even if an inquiry is made by phone or email after the voicebot has responded, it is possible to respond appropriately by referring to the content of the voicebot's response. By being able to accurately grasp the customer's situation, more accurate guidance can be provided.

In this way, the combination of "AmiVoice" or "AmiVoice ISR Studio" with "FastHelp" and "FastAnswer" is expected to improve the work efficiency of operators and the quality of customer service.

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4. Guidance
We will be holding a webinar as follows to provide more details about the strengthened collaboration between TechMatrix's contact center solutions "FastHelp" and "FastAnswer" and Advanced Media's AI voice recognition solution "AmiVoice Communication Suite".

Advanced Media x TechMatrix co-hosted webinar
Expanding use of generative AI! How will the collaboration between "AmiVoice," the market-leading AI voice recognition service, and "FastHelp" evolve contact center operations?

Date and time: Wednesday, February 2025, 7, 23:14-00:15
Format: Online (Zoom)
Participation fee: Free (pre-registration required)
For more details about the webinar and to apply, please visit the "Events and Seminars Information" page on the FastSeries product site below.
https://fastseries.jp/event/20250723_webinar.html

About FastSeries
FastSeries is a general term for "FastHelp", a general-purpose contact center CRM system that consolidates the contact center operation know-how of Japan's top companies, "FastAnswer", a FAQ knowledge system, "FastNavigation", a visual IVR that is a digital communication tool, "FastVoice", a voicebot, "FastBot", a manned chat system, "FastText", a CRM system specialized for the pharmaceutical industry's drug consultation desk operation, "FastHelp Ce", a citizen's voice and public hearing system, and "FastAnswer Pe", a knowledge system for pharmaceutical companies. It is a solution that achieves both advanced customer experience and efficiency.

FastSeries:https://fastseries.jp/
FastHelp:https://fastseries.jp/product/crm/fasthelp/
FastAnswer:https://fastseries.jp/product/faq/fastanswer/


About TechMatrix Corporation
TechMatrix (TSE Prime: 3762) operates three business segments: the "Information Platform Business," which provides optimal IT infrastructure and IT lifecycle services in one stop to meet customer needs; the "Application Services Business," which solves customer problems by providing applications that incorporate accumulated business know-how; and the "Medical Systems Business," which is working to build a medical information infrastructure that supports a healthy society under the theme of "Putting medical information in the hands of everyone, and towards the future." TechMatrix supports its clients in transforming their business models and strengthening their competitiveness.
In the contact center field, we offer the contact center CRM system/FAQ knowledge system "FastSeries," which boasts one of the best implementation records in Japan.

For more information on TechMatrix,CLICK HEREから