Newly added features include "call summary function" and "topic category management function" to strengthen operator support and improve response quality
Advanced Media Inc. (Headquarters: Toshima-ku, Tokyo; Chairman and CEO: Suzuki Kiyoyuki; hereinafter referred to as "Advanced Media") has released "AmiVoice Communication Suite 4.5," a contact center solution equipped with the AI voice recognition system AmiVoice, and has added new features such as a "call summary function" and a "topic category management function."
"AmiVoice Communication Suite" has the No. 1 domestic market share■It is an AI speech recognition solution for contact centers. In August 2024, we began offering "AOI LLM for AmiVoice Communication Suite," an optional generation AI that can be used securely in a local environment, and in February 8, we released an external generation AI integration function.
Previously, summaries using these generative AIs could only be performed after the call ended, so their main use was limited to creating a record of the conversation after the call ended, and when the call escalated, the administrator had to go back and check the speech recognition results by going back through the conversation between the operator and the customer. This meant that reducing the time and effort required by administrators to identify the cause of the problem and providing quick support to operators were issues.
Additionally, the "call filter function" provided a feature that would execute commands or display materials based on pre-registered keywords when the voice recognition function recognized those keywords. However, because this function references and executes the information of keywords spoken within a single utterance (a unit of conversation displayed as text in a single speech bubble on this product), if the registered keywords are used in multiple utterances, the information of the keywords contained in the previous utterance is not carried over to the latest utterance, making it difficult to display appropriate materials or execute commands.
To solve these issues, further strengthen operator support, and improve the speed and accuracy of customer service, we have added features such as an in-call summary function and a topic category management function to AmiVoice Communication Suite 4.5.
The "Call Summary" function allows you to summarize the contents of a call currently being handled by an operator from the administrator's screen (seating chart screen) at any time. Also, when an operator requests help from an administrator, a summary of the call up to that point is automatically displayed. This eliminates the need for administrators to go back and check the contents of the call between the operator and the customer, allowing for a quick and accurate understanding of the response situation and smooth escalation. The summary covers all call contents up to the point when the summary button is clicked.
This function can be used by customers who use either our generation AI service "AOI LLM for AmiVoice Communication Suite" or externally generated AI.
The "topic category management function" makes it possible to maintain keywords as "topics" across multiple conversations. By using this function in conjunction with the existing "call filter function," it becomes possible to flexibly execute commands based on multiple keywords, enabling operators to provide more context-sensitive, detailed, and appropriate support than ever before.
| (Example) If you want to display materials related to "Blue station wagons in the 2020s" Utterance 1: "You're asking about the 'station wagon', right?" Utterance 2: "You would like the color 'blue', right?" Utterance 2020: "You're looking for a model year in the XNUMXs, right?" ■ In the case of "call filtering function" (previously) By adding a utterance that includes all relevant keywords, such as "Check for a blue station wagon from the 2020s," after utterance ③, it is possible to execute commands and display materials based on the information. ■ For the "Topic Category Feature" (New function) At the time of utterance ③, it is possible to execute commands and display materials based on the information "station wagon," "blue," and "2020s." |
Additionally, the "security group function" that manages user access permissions, which was implemented in "AmiVoice Communication Suite 4.4," has been further enhanced. Previously, cloud version users could not edit access permissions, but now users can flexibly change settings themselves within the granted permissions. This enhancement promotes more efficient and convenient system management.
Advanced Media will continue to improve and add functions to increase the added value of "AmiVoice Communication Suite," thereby enhancing and streamlining operator support and improving response quality, and promoting smoother contact center operations.
"AmiVoice Communication Suite4.5" Main new features
1. "Call Summary" function enables smooth escalation
The administrator's screen (seating chart screen) allows them to summarize the contents of the call currently being handled by the operator at any time. In addition, when an operator requests help from the administrator, a summary of the call up to that point is automatically displayed. This eliminates the need for the administrator to review the contents of the call between the operator and the customer, allowing for a quick and accurate understanding of the response status and smooth escalation.
2. "Topic category management function" enables the display of appropriate materials and execution of commands according to the context
It is possible to execute commands and display documents based on keyword information across multiple utterances. By using this function in conjunction with the existing "call filter function," it is possible to provide more context-based, detailed, and appropriate operator support.
3. Enhanced "security group function." Flexible setting changes are now possible within the granted permissions.
The "security group function" that manages user access permissions, which was implemented in "AmiVoice Communication Suite 4.4," has been expanded. Previously, cloud version users could not edit access permissions, but now users can flexibly change settings themselves within the granted permissions. This enhancement promotes more efficient and convenient system management.
About "AmiVoice Communication Suite"
"AmiVoice Communication Suite" is equipped with AI voice recognition AmiVoice and has the No. 1 domestic market share■This is a contact center solution for . In addition to converting all call content into text, it is equipped with a number of functions, including emotion analysis, topic extraction, simultaneous monitoring of multiple calls by administrators, and operator support, helping to visualize call content and improve response quality.
Cloud version/on-premises version, real-time recognition processing/batch recognition processing are available, allowing flexible operation regardless of the number of seats or scale of the contact center.
https://www.advanced-media.co.jp/lp/communication-suite/
"AOI LLM for AmiVoice Communication Suite"about
"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 world. 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 provided as an option for "AmiVoice Communication Suite," a voice recognition solution for contact centers.
https://www.advanced-media.co.jp/products/service/aoi-llm
*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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