Creating time for citizens and reducing the burden on local government employees, contributing to digital transformation
The AI voice recognition solution "AmiVoice Communication Suite" provided by Advanced Media Co., Ltd. (Head office: Toshima-ku, Tokyo; Chairman and CEO: Suzuki Kiyoyuki; hereinafter referred to as "Advanced Media") began full-scale operation in March 2025 at the Childcare Support Office and Welfare Department of Himeji City, Hyogo Prefecture, with the aim of improving the efficiency of recording child consultations over the phone. The system was introduced by NEC Networks & System Integration Corporation (Head office: Minato-ku, Tokyo).
Many consultations with government agencies are made by phone, and staff members spend a lot of time creating records of the consultation contents. This has become an urgent issue for Himeji City as it reduces the time that staff can spend on their actual work, which is considering how to provide support to resolve the consultation contents, and leads to an increase in overtime work.
In addition, after the call ended, records were often created based on notes taken during the call, which meant it was difficult for staff other than the person in charge to quickly share information and understand the situation of the consultation, which was an issue.
Therefore, Himeji City conducted a demonstration experiment using "AmiVoice Communication Suite" from January to February 2024 to automatically convert phone calls into text (transcription) and reduce the burden of recording work. "Overtime hours required for record creation" was reduced from an average of 1 hours per month to an average of 2 hours per month, and the quality of records was improved. In addition, the "annual leave acquisition rate" was improved by 16 days from an average of 5.5 days per month before the demonstration to an average of 0.7 days per month.
In addition to these benefits, the system's ability to create a secure usage environment was also recognized, and the range of services that can use the system has been expanded to include child care support rooms (child consultations) and welfare departments (domestic violence consultations, welfare consultations, bullying consultations, etc.), with full-scale operation beginning in March 2025.
[Effects during demonstration experiment]
[Comment from Himeji City]
Our city began operating this system last year as a way to respond to the increasingly complex and diverse consultation needs of a declining population society. Based on the principle that "people do what only people can do (the pursuit of citizen services and welfare)," we will improve the quality of consultation support and further improve citizen welfare by utilizing digital technology in collaboration between the public and private sectors.
Hiroaki Fujii, Chief Technology Officer, Childcare Support Office (also serves as Digital Strategy Office), Himeji City
[Himeji City interview article]
Local Government Newsletter No. 65: Improving the quality of child consultation services by using "AI voice recognition" for telephone answering
https://www.jt-tsushin.jp/articles/case/jt65_advanced-media
Advanced Media will continue to use AI voice recognition and other technologies to provide and develop new solutions and customer services that support digital transformation in local governments, such as answering the phone, taking meeting minutes, and face-to-face service, thereby contributing to improved services for residents, reducing the burden on employees, and reforming working styles.
About "AmiVoice Communication Suite"
"AmiVoice Communication Suite" has the No. 1 domestic market share■It is a real-time voice recognition solution for telephone answering equipped with AmiVoice, an AI voice recognition system developed by Yahoo! Ami. In addition to converting the entire contents of a call into text, it has many functions such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by an administrator, and support for telephone answerers by displaying materials, helping to visualize the contents of calls and improving the quality of responses.
We offer cloud and on-premise versions, as well as real-time and batch recognition processing, allowing for flexible operation regardless of the number of seats or scale.
In addition, we have a track record of connecting to LGWAN connection systems and networks for My Number administrative purposes, and have a track record of building on local government virtual infrastructure, so we can use it in a secure environment.
https://www.advanced-media.co.jp/lp/communication-suite/
■ Details of the demonstration experiment
For detailed results of the demonstration experiment prior to the actual implementation (announced by Hyogo Prefecture), please see below.
https://web.pref.hyogo.lg.jp/kk26/smart_creative.html
■ Release regarding the results of the demonstration experiment
Please see below for the release announcing the results of Advanced Media's demonstration experiment.
https://www.advanced-media.co.jp/newsrelease/31480/
*Source: ecarlate LLC “Speech Recognition Market Trends 2025” Speech Recognition Software/Cloud Service Market
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