By combining rule-based quantitative evaluation with generative AI-driven qualitative evaluation, we achieve automation and standardization of administrative tasks.
Advanced Media, Inc. (Headquarters: Toshima-ku, Tokyo; President and CEO: Kiyoyuki Suzuki; hereinafter referred to as Advanced Media) has added an "AI comment function" to its contact center response quality evaluation report automatic creation tool, "AmiVoice CQM Assist (POWERED by PERSOL BUSINESS PROCESS DESIGN) (hereinafter referred to as AmiVoice CQM Assist)," which uses a generating AI to automatically generate feedback.
This feature automatically generates feedback for operators using AI based on a service quality evaluation report that scores evaluation metrics. This reduces the burden on managers such as supervisors in analyzing evaluation results and creating comments, thereby improving operational efficiency and standardizing evaluations.
"AmiVoice CQM Assist" has the No. 1 domestic market shareOn September 1, XNUMX, This is an automated tool for generating response quality evaluation reports, integrated with the call quality evaluation function of "AmiVoice Communication Suite," an AI voice recognition solution for contact centers.
The AI voice recognition AmiVoice transcribed the call data into text, and HDI-JapanOn September 2, XNUMX, "HDI Support Center Analyst (SCA)"On September 3, XNUMX, It evaluates and scores based on rule-based criteria and keywords that conform to the [standard], and creates individual monitoring reports for each operator. Compared to conventional monitoring, which tends to have a limited number of evaluations, it enables automated monitoring of all calls.
While the conventional "AmiVoice CQM Assist" automated the creation of service quality evaluation reports that visualized scores for each evaluation item and overall evaluation, providing feedback to operators based on these results, as well as specific guidance and support for improvement, was left to the experience and judgment of each individual manager. Furthermore, manual feedback had limitations in the number of cases that could be handled, resulting in the challenge of having to select only a few cases from a large number of calls for feedback. In addition, operators had expressed a need to quickly understand areas for improvement in their own service handling.
In this context, to provide feedback based on evaluation metrics more efficiently and reliably, we have developed a new "AI Comment Function" that automatically generates feedback using a generation AI. This function automatically generates specific feedback in accordance with evaluation criteria based on rule-based scoring results.
By utilizing the "AI comment function," administrators no longer need to interpret the results of call quality evaluation reports from scratch, enabling consistent feedback with reduced variability in evaluation and guidance content across all calls. This significantly reduces the workload of administrators while strongly supporting improvements in operator response quality.
Please note that the information shared with the AI generator is limited to the evaluation score and detected keywords from "AmiVoice CQM Assist," so no personal information contained in the call content is transmitted, allowing you to use the service with peace of mind.
Features of the "AI Comment Function"
1. Automate the evaluation process by utilizing rule-based and generative AI.
Based on the service quality evaluation report summarizing the rule-based scoring results of "AmiVoice CQM Assist," the generating AI automatically generates feedback for operators in accordance with the evaluation criteria. By combining quantitative evaluation based on rules with feedback comments generated by the AI, it is possible to automate the entire evaluation process from evaluation to feedback.
Please note that the prompts used for generating feedback are pre-configured by our company, so administrators do not need to individually set or adjust them.
2. Automated feedback generation improves operational efficiency and standardizes evaluations.
Based on the scoring results of the customer service quality evaluation report, the AI generates data that organizes "which utterances and responses were evaluated positively" and "what aspects were lacking," and automatically generates practical feedback that leads to improvement, divided into categories such as "positive points," "challenges and areas for improvement," "specific actions to take next," and "points to focus on next time."
The generated feedback will be reflected in the comments section of "AmiVoice CQM Assist," reducing the effort required for administrators to create and transcribe comments.
3. Foster operator satisfaction through feedback on all calls.
By automating the process, consistent evaluation and feedback can be provided for all calls without resource limitations. This reduces inconsistencies in evaluations due to differences in interpretation and expression among managers, fostering operator satisfaction and maximizing motivation and training effectiveness.
4. Operators can review feedback and engage in self-learning.
By allowing operators to review feedback for each call, they can engage in autonomous reflection and self-learning based on consistent feedback aligned with the company's evaluation criteria. They can receive feedback from all daily interactions, which may not be fully grasped through meetings with managers alone, enabling them to autonomously improve their skills while understanding their strengths and areas for improvement in a timely manner. This leads to a stable improvement in the quality of service in daily operations, as well as more efficient training, faster integration of new employees into the workforce, and improved retention rates.
5. Ensure secure operation by not sending personal information to the generating AI.
The AI generator only receives evaluation results information such as the score, evaluation items, and detected keywords from "AmiVoice CQM Assist"; the full text of the call and personal information are not transmitted. It utilizes an AI generator environment similar to the existing "AmiVoice Communication Suite," ensuring secure and reliable operation that balances security and convenience.
Advanced Media will contribute to improving operational efficiency and service quality in contact centers, as well as to training and retaining operators, through the development and provision of solutions that integrate AI voice recognition AmiVoice with generative AI.
About "AmiVoice CQM Assist"
"AmiVoice CQM Assist" has the No. 1 domestic market shareOn September 1, XNUMX, This tool automatically creates response quality evaluation reports in conjunction with the call quality evaluation function of AmiVoice Communication Suite, an AI voice recognition solution for contact centers.On September 2, XNUMX, "HDI Support Center Analyst (SCA)"On September 3, XNUMX, " and has adopted evaluation indicators developed by incorporating Persol Business Process Design's unique operational know-how and accumulated data.
AmiVoice, an AI speech recognition system, automatically evaluates and scores call data converted into text, and creates individual monitoring reports for each operator. Compared to traditional monitoring, which tends to limit the number of evaluations, this system allows for automatic monitoring of all calls. In addition, because the automatic evaluation is based on a set of criteria, monitoring can be performed using quantitative evaluation criteria, without relying on the experience or skills of the evaluator.
https://www.advanced-media.co.jp/products/service/amivoice-cqm-assist
Overview of "AmiVoice Communication Suite"
"AmiVoice Communication Suite" is equipped with AI voice recognition AmiVoice and has the No. 1 domestic market shareOn September 1, XNUMX, 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/
*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 HDI-Japan (operated by Think Services Co., Ltd.) is a membership organization that provides rating benchmarking, international certification programs for support staff and support centers, and related training courses.
https://www.hdi-japan.com/
*3 Support Center Analyst (SCA) is an international standard that stipulates problem-solving, response procedures, communication skills, etc. for providing effective service to support personnel who are the first point of contact for customers.
https://www.hdi-japan.com/hdi/certification/tr_sca.asp
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