Provided SBI Sumishin Net Bank with the voice recognition solution "AmiVoice® Communication Suite3" and the text analysis solution "VOiC Finder"

SCSK Co., Ltd. (Head office: Koto-ku, Tokyo, Representative Director, President Executive Officer, Chief Operating Officer: Toru Tanihara, hereinafter referred to as SCSK) is SBI Sumishin Net Bank, Ltd. (Head Office: Minato-ku, Tokyo, Representative Director and President: Hou Maruyama) Akira (hereinafter referred to as "SBI Sumishin Net Bank"), along with SCSK's voice text analysis tool "VOiC Finder" and Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Representative Director, Chairman and President: Kiyoyuki Suzuki) AmiVoice Communication Suite 3, a voice recognition solution developed by Advanced Media, began operation in April 2018.

1. Background and history of introduction


SBI Sumishin Net Bank aimed to improve its services and quality by analyzing customer feedback (VOC).

To achieve this, it is necessary to accurately collect and analyze all VOCs without compromising operational efficiency at the call center, and it is necessary to have a system that can understand VOCs and quickly improve them, such as real-time text conversion using voice recognition. I was there.

When selecting a system, the following points were considered: "AmiVoice Communication Suite 3" can perform real-time speech recognition and ensure a recognition rate sufficient for business purposes, and "VOiC Finder" has a rich analysis dictionary that is a standard feature, ease of customization, keywords and The system was highly praised for its ability to accurately identify VOCs by linking voice-to-text, and after several months of trials, it was officially introduced.

SBI Sumishin Net Bank Customer Center has been working to improve operational efficiency for some time, and through initiatives including the introduction of this system, the AHT (average handling time) per call has been reduced by approximately 1%, resulting in approximately 12 hours per month. has been successfully reduced. In addition to achieving this kind of operational efficiency, the VOCs that have been identified and analyzed are beginning to be used as a starting point for improving products and services.

3. “AmiVoice Communication SuiteXNUMX” overview


This is a solution that aggregates the "voices" generated at call centers into a single database and allows it to be used in a variety of ways. Conversations with customers can be transcribed in real time and used for VOC (Voice of Customer) analysis, call monitoring, and compliance measures. In addition, the system displays essential words that the operator must say during a conversation on the screen to encourage them to speak, and when a preset NG word is uttered, a warning is displayed on the screen of the administrator or operator, and voice keywords are displayed. Since you can also perform searches, you can also use it to improve the quality of your response.

3. “VOiC Finder” overview


"VOiC Finder" is a highly accurate and ultra-fast way to process written Japanese texts such as e-mails, questionnaires, and reports, as well as spoken texts such as voice recognition text, which often have variations in orthography. It is a text analysis tool that allows analysis. By combining it with a voice recognition system in a call center, it becomes possible to instantly grasp topics necessary for customer-oriented business operations, such as topics during conversations and customer questions/complaints, thereby improving operator/supervisor work and analytical work. We support efficiency.

4. System utilization image

At Advanced Media, we will continue to focus on providing new solutions and customer services that contribute to improving customer satisfaction and operational efficiency for a wide range of industries and industries.

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