Further streamlining of operations through automatic integration of AI-based summaries and text conversion of voice data
AmiVoice Communication Suite, an AI voice recognition solution for contact centers provided by Advanced Media Inc. (headquarters: Toshima-ku, Tokyo; CEO: Suzuki Kiyoyuki; hereinafter referred to as "Advanced Media"), has strengthened its collaboration with FastSeries, a contact center solution provided by TechMatrix Corporation (headquarters: Minato-ku, Tokyo; CEO: Yai Takaharu; hereinafter referred to as "TechMatrix").
This collaboration allows "AmiVoice Communication Suite" to convert phone calls into text in real time, and after the call ends, the AI-generated summary, VoC, name, phone number, address, and other information can be automatically imported into each item in "FastHelp." Furthermore, by linking the real-time call text to the contact center CRM system "FastHelp" and the FAQ knowledge system "FastAnswer," it is possible to further improve the efficiency of customer support operations and customer satisfaction.
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 Advanced Media's AI voice recognition solution "AmiVoice Communication Suite," and will link the conversion of call voice to text and AI-generated summaries to "FastHelp" and "FastAnswer," thereby improving operational efficiency during phone responses and improving customer satisfaction.
2. Realizing business efficiency through automatic integration of "FastHelp" and "AI processing results generated by AmiVoice Communication Suite"
The AI voice recognition solution "AmiVoice Communication Suite" 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
- Improve response speed and quality
Since operators no longer need to input response history or customer information after the call ends, post-processing time is significantly reduced, and the speed of response is improved by shortening the processing time per inquiry. Operators no longer need to take notes during the call, allowing them to concentrate on the content of the call, which is expected to improve the quality of the response. - Accurate VoC Extraction
By 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 up until now, such as inputting detailed information for VoC analysis, and checking and correcting the input information. - Use for FAQ knowledge
By extracting Q&As from the exchange between customer inquiries and operator responses and linking them to "FastHelp," it becomes possible to utilize them to enhance FAQs through the FAQ knowledge system "FastAnswer." By enhancing internal knowledge, the speed and accuracy of responses to customers will improve. By enhancing external knowledge, the rate of self-resolution will increase, improving CX.
In this way, the combination of "AmiVoice Communication Suite and Generative AI," "FastHelp," and "FastAnswer" dramatically improves the operational efficiency of contact centers. In addition, by extracting VoC 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 Communication Suite" 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
- Voice recognition results are automatically registered in CRM response history
Conversations 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. - Real-time automatic linking of FAQ search terms
When 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. - Voice bot responses are automatically registered in CRM response history
The content of responses made by the voicebot, which utilizes the high speech recognition accuracy of "AmiVoice ISR Studio," 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 a response has been made by the voicebot, 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 Communication Suite" and "AmiVoice ISR Studio" with "FastHelp" and "FastAnswer" is expected to improve the work efficiency of operators and the quality of customer service.
4. Information
A webinar will be held as follows to provide more details about the strengthened collaboration between Advanced Media's AI voice recognition solution "AmiVoice Communication Suite" and TechMatrix's contact center solutions "FastHelp" and "FastAnswer," which were introduced in this press release.
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 | September, 202523Sunday (Wednesday)14:00~15:00 |
| Held format | online(Zoom） |
| Entry 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 AmiVoice Communication Suite
Equipped with AI voice recognition AmiVoice, the No. 1 in domestic market share■It is a contact center solution. In addition to converting the entire contents of calls into text, it has many functions such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by administrators, and operator support, helping to visualize the contents of calls and improve response quality. It is available in cloud and on-premise versions, and in real-time and batch recognition processing, allowing for flexible operation regardless of the number of seats or size of the contact center.
https://www.advanced-media.co.jp/products/service/amivoice-communication-suite
About AOI LLM for AmiVoice Communication Suite
This is a generation AI service that can generate and summarize 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. 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 generation AI services. This service is provided as an option for the voice recognition solution for contact centers, "AmiVoice Communication Suite."
https://www.advanced-media.co.jp/products/service/aoi-llm/
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 drug consultation center operation, "FastHelp Ce", a citizen voice and public hearing system, and "FastAnswer Pe", a knowledge system for pharmaceutical companies. It is a solution that achieves both an 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.
https://www.techmatrix.co.jp/index.html
■TechMatrix Press Release
For details, please see the URL below.
https://fastseries.jp/news/001100.html
*Source: ITR "ITR Market View: Image and Voice Recognition Market 2024" Voice recognition market - Sales share by vendor for contact center operations (FY2024 forecast)
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