Advanced Media Corporation (Head office: Toshima-ku, Tokyo; Chairman and CEO: Kiyoyuki Suzuki; hereinafter "Advanced Media") has announced that Hitachi Systems, Ltd. (Head office: Shinagawa-ku, Tokyo; Representative Director and President: Naoya Takahashi; hereinafter "Hitachi Systems") has announced that Advanced Media's voice recognition technology will be used by Hitachi Systems, Ltd. to improve the efficiency of work reports from field workers that are collected at Hitachi Systems' call centers. AmiVoice® We have introduced an automated voice response system (hereinafter referred to as voice recognition IVR) that utilizes voice recognition.
Until now, Hitachi Systems' customer engineers (hereinafter referred to as CEs) who perform field work would report the details of their work and the results of their work by phone to the CE Support Center, Hitachi Systems' call center, after completing their work at the customer's site. Meanwhile, the operators at the CE Support Center who received the reports would type the report contents into the keyboard without missing anything, while checking with the CE. However, the limited time that CEs have to report their work, and the CE Support Center operators each handle about 100 reports per day, both of which place a heavy burden on the work, so there was an urgent need to improve the operational system while maintaining the same level of accuracy and speed as before.
In light of this, we have introduced and fully operationalized a voice recognition IVR that allows CEs to smoothly report work results and work content according to confirmation items by simply speaking into the phone without going through an operator when reporting work to the CE Support Center. Unlike push-type IVRs, voice recognition IVRs do not require long guidance, and even in cases with a deep hierarchical structure, voice recognition allows users to directly transition to the relevant item and report, enabling efficient business operations. The introduction of this system has reduced the workload of CE Support Center operators, creating a system that allows them to provide more detailed services to customers, such as checking input content.
The features of the voice recognition IVR introduced by Hitachi Systems are as follows:
1. Natural speech support
For example, for a "YES" item, you can set it so that "Yes," "OK," or "check" will be recognized the same as "YES," making it possible to accommodate a variety of CE speech patterns.
2. Report content replay function
The system is equipped with a function that repeats required report items using voice synthesis. This allows CEs to check the report content (speech content) and prevent reporting errors.
3. Report content confirmation function
CE support center operators can check the contents of CE reports on the management screen, and if a serious problem occurs with the work report, they can respond immediately using the alert notification function.
4. Email sending function
After a CE completes a work report, a system is set up to notify the user of the receipt of the input via email on their mobile device. This allows users to visually confirm that the work report has been completed, preventing missed reports.
Advanced Media will continue to develop voice recognition IVR systems that can guide speakers directly to the information they need without causing stress, and that contribute to improving our customers' operations, for call centers where operations are becoming increasingly sophisticated and diverse.
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[COMPANY PROFILE]
<Hitachi Systems, Ltd.>
Representative: Naoya Takahashi, President and CEO
Head Office: 1-2-1 Osaki, Shinagawa-ku, Tokyo
URL: http://www.hitachi-systems.com/
Established: April 1962
Capital: 19,162 million yen
Business Description: System construction business, system operation, monitoring and maintenance business, network service business, sales and development of information-related equipment and software
About Hitachi Systems
Hitachi Systems, Ltd. is an IT services company whose strengths lie in a wide range of business system design and construction services, outsourcing services that utilize a robust data center infrastructure, and high-quality operation and maintenance services that are close to customers through approximately 300 service bases and contact centers nationwide. Leveraging the track record and know-how of pioneering IT services since the dawn of IT in Japan, Hitachi Systems provides one-stop services that cover the entire IT lifecycle, from system consulting to construction, implementation, operation, and maintenance. Hitachi Systems aims to be a global service company that goes beyond the framework of IT to create new value for customers and be trusted by customers to do everything for them.
For details, http://www.hitachi-systems.com .
<Advanced Media Co., Ltd.>
Representative: Kiyoyuki Suzuki, Chairman and CEO
Head Office: 3th floor, Sunshine City Cultural Hall, 1-4-6 Higashiikebukuro, Toshima-ku, Tokyo
URL: http://www.advanced-media.co.jp/
Established: December 1997
Capital: 45 million yen (85 shares) (as of the end of March 152,602)
Business details: ◆ AmiVoice ® "Solution business" that plans, designs, and develops voice recognition solutions that incorporate
◆ AmiVoice ® "License business" that provides application products that incorporate
◆For services to internal users and general consumers AmiVoice ® "Service business" to provide
About Advanced Media
Advanced Media has its own voice recognition technology AmiVoice ® This has enabled us to provide a variety of solutions that allow users to input text using their voice. AmiVoice ® The voice recognition engine allows immediate voice input (speaker-independent) without the need for pre-learning (enrollment) for each user. It is primarily used in the fields of medicine, education, entertainment, meeting minutes, call centers, and business solutions. For example, in the medical field, it has been introduced in 4,280 facilities (as of the end of March 2013), and it has contributed to the efficiency of medical diagnosis, and its effectiveness in implementation has been highly praised. In 3, voice recognition technology AmiVoice ® "Voice Input Mail," which utilizes voice input, won the "Software Product of the Year 2008" (SPOTY2008) award sponsored by the Information-Technology Promotion Agency, Japan (IPA), an independent administrative institution affiliated with the Ministry of Economy, Trade and Industry.
■Advanced Media Official Facebook Page
http://www.facebook.com/amivoice
[Inquiries regarding this matter]
■Customer
Advanced Media, Inc.
CTI Business Department Oyanagi
TEL：03-5958-1091
FAX: 03-5958-1033
Email: ami-cti-info@advanced-media.co.jp
■Press relations
Advanced Media, Inc.
Business Management Department Public Relations Team
TEL：03-5958-1307
FAX: 03-5958-1032
Email: press@advanced-media.co.jp
[Copyright/Trademark]
Copyright 2013 Advanced Media, Inc.
AmiVoice ® and logo are registered trademarks of Advanced Media.
Company names and product names mentioned are registered trademarks and trademarks of their respective companies.
