By streamlining operations and sharing information quickly and accurately, we can improve the quality of our consultation services.
Advanced Media, Inc. (Headquarters: Toshima-ku, Tokyo; Chairman and President: Kiyoyuki Suzuki; hereinafter referred to as Advanced Media) has introduced its AI voice recognition solution, "AmiVoice Communication Suite," to a child consultation center operated by a local government in one of Tokyo's 23 wards. This has enabled more efficient record-keeping of telephone-based child consultations and facilitated the rapid and accurate sharing of information. This has created an environment where staff can concentrate on their core duties of providing consultations, contributing to an overall improvement in the quality of child consultation services.
Child counseling work is highly specialized and burdensome.
The child consultation division of a child guidance center operated by one of the municipalities in Tokyo's 23 wards provides highly specialized support under legal authority, and many of the consultations it receives concern serious matters such as child abuse. In addition to this, on-site visits and interviews with relevant parties occur on a daily basis, placing a very heavy mental and work burden on each staff member.
An essential part of child consultation work is accurately recording the content of phone consultations and sharing that information among staff. In this municipality, the child consultation center makes approximately 200 outgoing calls a day, and the task of organizing and recording each note taken during these calls was a significant workload. The combination of consultation work and record-keeping put a strain on the overall workload, making it an urgent issue to streamline the record-keeping and sharing process and reduce the time and mental burden on staff in order to provide prompt and appropriate responses.
We introduced AmiVoice, an AI voice recognition system, to reduce the burden of record-keeping tasks.
In this context, the local government is working to solve the problem by using AmiVoice, the No. 1 AI voice recognition system in Japan.*We have implemented "AmiVoice Communication Suite," a telephone answering solution. This solution automatically transcribes the conversation between callers and staff into text, allowing staff to focus on the conversation itself without being bogged down in record-keeping.
This system reduces the effort required to create a record based on notes taken during a call after it has ended, and also allows for quick and accurate sharing of the conversation details.
Leveraging the existing environment, we can implement a system that does not burden the on-site staff.
"AmiVoice Communication Suite" was highly praised for its ability to utilize existing telephones and network environments, eliminating the need to switch to IP phones or make large-scale system modifications, thus enabling smooth implementation.
The fact that the system could be implemented without significantly changing equipment or operations provided great reassurance to the staff and also kept the financial burden down. Furthermore, utilizing subsidies for implementation further reduced initial costs, significantly lowering the financial hurdle and encouraging adoption.
By streamlining record-keeping and reducing the psychological burden on staff, we have achieved an improvement in the quality of consultation services.
The implementation of this solution has significantly reduced the amount of post-call recording work, which previously amounted to over 200 calls per day, drastically shortening the time spent on recording consultations. Information sharing with other staff members has become smoother, allowing us to dedicate more time to casework, which is our true focus, without being bogged down by record-keeping tasks. Furthermore, because phone conversations are directly converted into text, it has led to improved quality and accuracy of records, as well as standardization of operations.
Furthermore, the call content is displayed in real time as text on the seating chart screen on the supervisor's PC, allowing for quick support for staff members who are struggling to handle a call. This reduces anxiety during the call and contributes to lowering the psychological burden.
As a result of these effects, staff members can now focus on communicating with clients without being burdened by the psychological stress of record-keeping and counseling. Consequently, the quality of initial responses and the accuracy of judgments have improved, leading to an overall improvement in the quality of child counseling services within the organization and improvements toward sustainable operations.
Advanced Media will continue to expand its support for local governments using AI voice recognition AmiVoice, and will promote the digitalization and efficiency of operations.
Implementation Overview
Launch date: February 2025
Department implementing the system: Child Guidance Division, Child Guidance Center operated by one of the municipalities in Tokyo's 23 wards.
Target duties: Record keeping and information sharing during telephone consultations regarding child welfare.
Application Solution: AI speech recognition solution "AmiVoice Communication Suite"
About "AmiVoice Communication Suite"
Equipped with AI voice recognition AmiVoice, the No. 1 in domestic market share*This is a telephone answering solution. In addition to full transcription of call content, it has numerous functions such as sentiment analysis, topic extraction, simultaneous monitoring of multiple calls by administrators, and support for call answerers through document display, supporting the visualization of call content and improvement of answering quality. Flexible operation is possible regardless of the number of seats or scale, with modular terminal type telephones/IP telephones, secure generation AI utilization, and on-premise/cloud configurations.
Furthermore, we have a proven track record of building systems on LGWAN and My Number network environments, as well as on virtual infrastructures used by local governments, so you can use our services with confidence even when handling personal information.
https://www.advanced-media.co.jp/lp/communication-suite/lg/
* Source: ITR "ITR Market View: Image and Voice Recognition Market 2025" Voice recognition market - Sales share by vendor for contact center operations (FY2025 forecast)
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