Chinese home appliance manufacturer Midea Group has adopted voice recognition solutions for all of its call center desks.

Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Chairman and President: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media")'s voice recognition solution for call centers, "AmiVoice Communication Suite," has been announced by Chinese home appliance manufacturer Midea. It has been adopted for all call center positions at Group Co., Ltd. (Headquarters: Foshan City, Guangdong Province, Chairman: Hongbo Fang; hereinafter referred to as Midea Group).

Midea Group is a major Chinese home appliance manufacturer that manufactures and sells home appliances, mainly white goods such as air conditioners, refrigerators, and microwave ovens. AmiVoice Communication Suite, a voice recognition solution for call centers, has been installed in all of AmiGroup's call centers (1500 seats).

Using voice recognition technology, all conversations between operators and customers are transcribed in real time, allowing us to instantly understand customer requests and shorten response times. It improves operational efficiency in a wide range of situations, including support for operators during and after calls, and monitoring support for managers, helping to improve response quality and customer satisfaction.

At the same time, voice recognition IVR for customer support was also adopted. Using voice recognition, we perform primary sorting of customer questions and reduce operator costs.

While China's call center market is on the rise, there continues to be a chronic shortage of human resources, and an increasing number of companies are actively working to utilize CRM data. Advanced Media entered the Chinese market in earnest in 2014, selling the Chinese version (traditional and simplified) of "AmiVoice Communication Suite." We expect the demand for voice recognition solutions for call centers to continue to increase in the future, as they are effective in both reducing costs and improving customer satisfaction.

At Advanced Media, we position the rapidly growing Greater China region as an important market and will continue to work to expand our business.

[Overview of Midea Group Co., Ltd.]

A home appliance manufacturer established in 1968 in Guangdong Province, China. We provide customers with a wide variety of products in the areas of home appliances, air conditioners, robots and automation systems, and smart supply chains (logistics). Our main products include kitchen appliances, refrigerators, washing machines, various small home appliances, home air conditioners, central air conditioners, and other heating, cooling, and ventilation systems.

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