Advanced Media's voice recognition technologyAmiVoice®Utilize
Hitachi High-Tech Fielding Corporation (Head office: Shinjuku-ku, Tokyo; President and CEO: Nagamine Yoshimasa) will begin using the voice recognition technology of Advanced Media Corporation (Head office: Toshima-ku, Tokyo; President and CEO: Hasegawa Kazuyuki) at its Customer Support Centers from mid-October.AmiVoice®We have introduced this and started operating a real-time full-text recognition system for telephone calls.
This system is capable of converting conversations between operators and customers into text in real time with a recognition rate of 90% (estimated as of March 09), and is the first of its kind in the measuring instrument, semiconductor equipment, and bio-medical equipment industries.
This will improve the accuracy and speed of telephone reception, resulting in increased customer satisfaction and improved operational efficiency.
Hitachi High-Tech Fielding accepts service requests by phone from customers 50 hours a day at its 24 business locations nationwide as well as at its Customer Support Center at its headquarters. Currently, the center receives approximately 2,500 requests per month, which is about 15% of the total number of requests received by the company, but as it works to centralize nationwide requests, this number is increasing year by year and is expected to exceed 2010 requests per month in fiscal 6,000. As the number of requests increases, the company aimed to improve work efficiency, speed up customer support, and further improve the quality of customer support by preventing operators from mishearing or entering data, as well as missing contact with local service engineers.
Against this background, we recognized Advanced Media's strong track record in the field of voice recognition and decided to introduce the industry's first real-time full-text recognition system for telephone conversations.
Currently, the most common voice recognition systems in call centers are those that recognize the voice of a specific person and transcribe it. However, the system we have introduced this time is a step further from the conventional system, and by developing a voice recognition application, it is able to simultaneously recognize and transcribe not only the voice of the operator, but also the voices of an unspecified number of customers on the other end of the phone. This is its greatest feature.
Hitachi High-Tech Fielding and Advanced Media plan to further evolve the system, aiming to build a system that detects keywords and automatically enters them into a format, thereby achieving even greater customer satisfaction.
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[Contact]
<Hitachi High-Tech Fielding Corporation>
General Affairs Department Public Relations Officer
TEL: 03-5379-2316
<Advanced Media Co., Ltd.>
Press relations
Corporate Planning Department Public Relations Team
TEL：03-5949-2007
FAX: 03-5958-1032
Email:press@advanced-media.co.jp
Customer
Suzuki, Sales Group, Solutions Division
TEL: 03-5958-1091
FAX: 03-5958-1033
Email:info@advanced-media.co.jp
[Copyright/Trademark]
Copyright 2008 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.
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