transcosmos collaborates with Amazon Connect to develop voice recognition engine “AmiVoice®” and AI dialogue solution “AmiAgent®Launched voice AI automatic response service linked to "

Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Chairman and President: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media")'s voice recognition engine "AmiVoice" and AI dialogue solution "AmiAgent" have been announced by transcosmos Co., Ltd. (Headquarters: Shibuya-ku, Tokyo, Representative Director, President and COO: Masataka Okuda A voice AI automatic response service using Amazon Web Services Japan's (hereinafter referred to as AWS) cloud-based contact center service "Amazon Connect" launched by transcosmos. was adopted.

By using "Amazon Connect," we can shorten the system construction period and keep costs low, and we can provide highly accurate automatic responses by using Advanced Media's voice recognition engine "AmiVoice" and AI dialogue solution "AmiAgent." We will contribute to the recent major issues such as improving the environment for telework and increasing the number of inquiries due to the new coronavirus.

[An example of work that can be handled by AI]

Among the inquiries received at call centers, routine tasks such as accepting orders and reservations, and receiving initial requirements are suitable for AI. By automating these processes, we can help resolve issues such as increased inquiries and difficulties in hiring human resources.

■Needs and issues in contact centers

・Demand for telework is increasing due to people refraining from going out.

・An increasing number of companies are seeking to use AI to improve operational efficiency in response to recruitment difficulties

・Conventional voice AI automatic response requires long cost and system construction period, making introduction hurdles high.

・Difficult to allocate staff appropriately to match busy periods and after-hours operations

■Features of this service

・AI automatically responds to simple inquiries and inquiries at night.

・For complex inquiries, the content of the response can be seamlessly transferred to a manned person, and non-voice guidance via SMS is also possible.

・Since it is a cloud-based system, the transition to telework is smooth, and automatic response maintains communication channels with customers even in the event of a disaster.

・If only the system is required, construction can be completed in as little as 2 weeks.

・Achieve high scalability according to needs by flexibly linking with AWS services and other services

[Service configuration diagram]

At Advanced Media, we position the development and deployment of dialogue technology as an important strategy and will continue to actively work on creating new value and markets.

[AmiAgent, Overview]

The AI ​​dialogue solution "AmiAgent" is a next-generation solution that uses dialogue technology to make corporate counter operations and responses that were previously performed by humans "quick, fun, and convenient." We utilize artificial intelligence technology to realize natural dialogue. It uses a uniquely developed dialogue engine based on natural language processing technology cultivated through speech recognition.

http://www.advanced-media.co.jp/products/service/amiagent

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