Responses to protect the workplace. Establishing a cycle of detection, response, improvement, and prevention with voice recognition and generative AI
Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Representative Director, Chairman and President: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media") has the No. 1 market share in Japan.※ 1AmiVoice Communication Suite, an AI voice recognition solution for contact centers, will begin offering a new package to help combat customer harassment from Thursday, July 7th.
"Overall image of the new customer harassment support package"
In recent years, customer harassment, such as unreasonable demands, abusive language, and intimidating behavior, has become a serious social issue in customer service sites such as contact centers. The government and local governments are also actively promoting measures against customer harassment, such as the "Customer Harassment Prevention Corporate Manual" issued by the Ministry of Health, Labor and Welfare in February 2022 and the "Customer Harassment Prevention Ordinance" enacted by Tokyo and other prefectures in April 2.
On the other hand, a survey published by the Japan Contact Center Association in November 2024※ 2According to the survey, only about 3% of companies responded that they had already taken measures to clarify customer harassment standards and develop policies and manuals for dealing with customer harassment, revealing the reality that on-site measures are not progressing sufficiently.
In this situation, Advanced Media has developed a new package for the "AmiVoice Communication Suite" that utilizes AI voice recognition AmiVoice and generative AI to specifically combat customer harassment in telephone answering work.
This package provides comprehensive support from the time the call is answered to the post-call processing after it ends, including detecting inappropriate remarks made during the call, providing psychological support to operators, assisting managers in making decisions, and even conducting post-call analysis, thereby establishing a cycle of detection, response, improvement, and prevention of customer harassment.
Specifically, the main functions of "AmiVoice Communication Suite" reflect a large amount of effective setting information used by actual users as a countermeasure against customer harassment, as well as know-how gained from the implementation record of over 500 companies. Furthermore, it is structured to flexibly respond to various customer harassment countermeasure needs, such as a post-analysis function for call content using generative AI.
Features of the new customer harassment prevention package
1. Call Filter detects customer harassment and automatically displays a pop-up with appropriate response guidelines
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.
2. "Alert" notifies administrators of customer harassment calls, enabling smooth support
Based on speech containing customer harassment words and call duration, calls that have a strong tendency toward customer harassment are detected and an alert is sent to the administrator. The administrator can immediately grasp the load status of the operators, and it is possible to detect customer harassment early and follow up appropriately 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.
3. "Call quality evaluation template" improves operator skills and streamlines customer harassment response
The "Call Quality Evaluation Template" objectively evaluates the response skills of operators and determines the need for training. The template created using AmiVoice scores the content of the call, and the operator is classified into levels based on the score according to their skills. Additional training and role-playing can be conducted according to the evaluation results, making it possible to improve and standardize the response quality of operators so that they do not induce customer harassment.
4. Extraction of customer harassment calls through "automatic linking of various functions with call tags"
Call tags such as "possible customer harassment" can be added to customer harassment calls detected by "call filters" and other features. Calls with customer harassment-related tags can be easily filtered from the call list, making it possible to extract calls that qualify as customer harassment using the same criteria, regardless of the operator's skills. By sharing response methods according to patterns based on the accumulated customer harassment calls, it can be used to improve response content and educate operators.
5. Advanced post-mortem analysis using generative AI and determination of customer harassment level
Using the large-scale language model (LLM) "AOI LLM for AmiVoice Communication Suite (hereinafter referred to as AOI LLM)" that can be used in a local environment, the customer harassment level for each call is measured on a six-point scale. 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 extract the issues that cause customer harassment and consider improvements to prevent recurrence. In addition, it is possible to perform a multifaceted analysis by outputting call categories such as "delivery delays" and "requests for refunds."
Advanced Media will continue to implement services and functions that protect the psychological safety of employees not only in contact centers but also in all customer service and customer service operations, aiming to provide a better work environment.
Click here for details on the new customer harassment prevention package
https://www.advanced-media.co.jp/lp/communication-suite/customer-harassment/
Launch of new customer harassment support package release campaign
A new package of customer harassment countermeasures support is available for existing and new users of "AmiVoice Communication Suite" and "AOI LLM for AmiVoice Communication Suite."2025.9.30 (Tue)will be provided free of charge.
For applications or further information, please contact us at the email address below.
How to Request:cti-info@advanced-media.co.jp
Target: "AmiVoice Communication Suite" and
This offer is available to both existing and new users of "AOI LLM for AmiVoice Communication Suite."
About "AmiVoice Communication Suite"
"AmiVoice Communication Suite" is equipped with AI voice recognition AmiVoice and has the No. 1 domestic market share※ 1This is a real-time voice recognition solution for telephone answering. In addition to converting the entire contents of a call into text, it is equipped with many functions such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by an administrator, and support for telephone answering personnel by displaying materials, helping to visualize the contents of calls and improve 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.
https://www.advanced-media.co.jp/lp/communication-suite/
About "AOI LLM for AmiVoice Communication Suite"
"AOI LLM for AmiVoice Communication Suite" is a generative 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 generative AI services.
"AOI LLM for AmiVoice Communication Suite" is offered as an option for "AmiVoice Communication Suite," a voice recognition solution for contact centers.
https://www.advanced-media.co.jp/products/service/aoi-llm
*1 Source: ITR "ITR Market View: Image and Voice Recognition Market 2024" Voice recognition market - Sales share by vendor for contact center operations (FY2024 forecast)
*2 Source: Japan Contact Center Association, announced on November 2024, 11
"Survey on customer harassment in call centers"https://ccaj.or.jp/newsrelease/20241112.pdf
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