Automatically creates summaries of phone conversations at call centers, dramatically improving work efficiency
Advanced Media Corporation (Head office: Toshima-ku, Tokyo; Chairman and CEO: Kiyoyuki Suzuki; hereinafter, "Advanced Media") has announced the launch of " AmiVoice ® Communication Suite " will be linked to "TRUE TELLER VOICE Digest Ver. 1.0," a new dialogue summarization and monitoring system from Nomura Research Institute, Ltd. (Head office: Chiyoda-ku, Tokyo; President and CEO: Tadashi Shimamoto; hereinafter referred to as "NRI"). By linking the two products, it is possible to automatically create telephone response summaries in call centers, which is a groundbreaking solution that not only greatly improves the efficiency of operations but also enables the analysis and utilization of voice of the customer (VOC) data.
In recent years, call centers have been faced with the challenge of streamlining after-call work, in which calls are summarized and entered after the call is received, and in terms of management, utilizing voice of the customer (VOC) has become an issue for many companies. These two issues will be resolved by combining Advanced Media's voice recognition technology, which has a proven track record of use by over 350 financial and industrial clients (as of the end of June 2010), with NRI's advanced text analysis technology.
This solution streamlines the telephone conversations between call center operators and customers. AmiVoice ® Communication Suite " uses voice recognition technology to convert the calls into text, which is then automatically summarized by "TRUE TELLER VOICE Digest Ver1.0" and sent to the response management system, significantly shortening the time spent on after-call work and leading to cost savings.
In addition, by systemizing the content of conversations, which were previously recorded subjectively by the operator, they can be saved as objective summaries, making it possible to capture all VOC.
◆ Flow of call summary solution
(1) Call audio collection
" AmiVoice ® Communication Suite " One of the applications that has a call recording function " AmiVoice ® Assist " or other companies' call recording devices (note) will be used to record and collect call audio.
(Note): Separate recording of transmitting and receiving calls is required.
(2) " AmiVoice ® Communication Suite " performs voice recognition processing and converts the
All collected call audio is processed through speech recognition to generate call text (text data).
(3) Dialogue summary generation using "TRUE TELLER VOICE Digest Ver1.0"
The system analyzes the speech recognition results, generates a summary of the customer's inquiry and the operator's response, and records it in the response management system. The response record only requires a simple check of the summary, which significantly reduces the time spent on after-call work.
(4) Further Utilization
The summary text can also be used in the FAQ search system and VOC analysis system provided by NRI. AmiVoice ® SpeechVisualizer " makes it easy to search, display, and play back not only summaries but also the entire content of phone calls, making call audio monitoring and transcription work more efficient.
Through this solution, Advanced Media will ensure profitability by improving operational efficiency in call centers and improve customer service by acquiring VOC, and will further expand the fields in which voice recognition is used. The impact on business performance is expected to be minor, and if any impact on business performance is expected in the future, a separate announcement will be made.
Above
【price】
" AmiVoice ® Communication Suite Sales price: License fee from 700 million yen (assuming 30 seats)
*For more information about "TRUE TELLER VOICE Digest Ver1.0", please contact Nomura Research Institute, Ltd.
[Contact for News Releases]
Advanced Media Inc. Business Management Headquarters Public Relations Team
TEL：03-5958-1307
FAX: 03-5958-1032
Email: press@advanced-media.co.jp
[Inquiries regarding products and services]
Advanced Media Inc. Sales Department Moriwaki
TEL: 03-5958-1091
FAX: 03-5958-1033
Email: info@advanced-media.co.jp
Nomura Research Institute, Ltd. Business Intelligence Division Kuroda, Nakagawa
TEL：03-6270-8247
Email: trueteller@nri.co.jp
[Copyright/Trademark]
Copyright 2010 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.
