Quantify and analyze conversations between customers and operators to help improve customer satisfaction and operator response
Advanced Media Co., Ltd. (CEO: Suzuki Kiyoyuki, Head Office: Toshima-ku, Tokyo, hereafter referred to as "Advanced Media") has formed a business alliance with MessageOne Co., Ltd. (CEO: Kono Masao, Head Office: Chiyoda-ku, Tokyo, hereafter referred to as "MessageOne") in the call center solutions business. By combining MessageOne's technology for analyzing emotions from voice with Advanced Media's voice recognition technology that can recognize any speaker, the solution will not only improve the operational efficiency of call center operations, but also provide mental support, such as reducing stress caused by conversations between customers and operators (employees), and will be sold in ASP format to large call centers and system development companies within 2006.
The solution converts conversations between customers and operators into text directly.AmiVoice® CallScriberIt recognizes keywords from the operator's speech and actively displays related information.AmiVoice® Assist, emotion analysis system for call centers "Communicator Plus®" functions are linked. As a result, conversations converted into text by voice recognition technology can be quantified using emotion analysis technology, and "speaking style" can be analyzed and extracted from multiple perspectives. Specifically, it is possible to search for "calls where customers are dissatisfied," extract "calls where operators use correct language but express anger and rudeness," and "calls where the operator is stressed after receiving a complaint."
This solution improves the quality and morale of operators in call center operations, contributing to customer satisfaction and compliance.
[Background to the development of this solution]
Traditionally, the call center industry has prioritized cost reduction and streamlining of operations, but nowadays, achieving compliance has also become an issue. In call center operations, not only is it necessary to convey accurate information to customers and respond to complaints quickly and sincerely, but it is also necessary to support the employees, the operators, in dealing with stress caused by their work.
Therefore, there was a need for a solution that would not only improve operational efficiency, but also reduce operator stress and provide better customer service, as well as increase customer satisfaction.
<Main features of "voice recognition technology + emotion analysis technology">
1) Analyze and extract conversations between customers and operators.
1) The voice of the telephone conversation is converted to text using speech recognition, and emotion analysis is performed on a word-by-word basis. Emotional information can be quantified and added to the converted speech, allowing for analysis of emotions in the conversation. For example, from the perspective of customer satisfaction, it is possible to automatically extract and analyze keywords that attract attention or that appear frequently in complaints.
②By analyzing the quantified emotions, it is possible to identify operators who feel stressed after receiving a complaint, or behavior that causes stress to customers. In the former case, providing mental care to operators can help prevent turnover, and in the latter case, it helps prevent trouble with customers and damage to the company's image.
2) When answering the phone, pre-registered NG words, essential words, and trending words can be detected in real time. The acquired keywords support operator work in various ways, such as FAQ search, call search, and input support.
Note: Explanation
*1 Convert recorded calls into text
AmiVoice® CallScriber
We use voice recognition to convert conversations between customers and operators recorded by call center call recording devices. We quickly convert customer conversations, which are a treasure trove of business opportunities, into text.
*2 Quickly assist telephone operators
AmiVoice® Assist
It recognizes what the operator is saying while handling a call and actively displays related information. Since the operator can immediately find out the FAQs they need to know right now without having to operate a computer, it is possible to provide smooth and appropriate information at all times. This contributes to improving customer satisfaction.
*3 Emotion analysis system "Communicator Plus®"
Communicator Plus is a system software that uses emotion analysis technology to mathematically analyze conversational voices and quantify and visualize the speaker's emotions, such as pleasant or unpleasant. It provides objective and quantitative data to the companies that use it, and offers a new measure of customer satisfaction to call centers that aim to improve customer satisfaction.
＜Advanced Media Inc. Company Profile＞
Company name: Advanced Media Inc.
Representative: Kiyoyuki Suzuki, President and CEO
Head Office: Sunshine 3, 1th floor, 1-60-48 Higashi-Ikebukuro, Toshima-ku, Tokyo
URL:
http://www.advanced-media.co.jp/
Established: April 1997
Capital: 34 yen (as of the end of October 8,587)
Business details:
・ AmiVoice®"Solution Support Business" that plans, designs, and develops voice recognition solutions incorporating
・"Licensing Business" provides packaged products that meet market needs identified through the "Solution Support Business"
・Our company itselfAmiVoice®"Service business" that provides services to corporate users and general consumers using
About Advanced Media
Advanced Media has its own voice recognition technologyAmiVoice®This has enabled us to provide a variety of solutions that allow users to input text using their voice.
AmiVoice®The engine is speaker-independent, so users can immediately input voice without prior voice training (enrollment). In the medical field in particular, the system has been introduced in over 1,600 facilities (as of June 2006), and is contributing to the efficiency of medical diagnosis. In addition, the minutes-taking support system has been adopted by many local government assemblies, including the Hokkaido Prefectural Assembly and Numazu City Assembly, and its effectiveness has been highly evaluated.
＜MessageOne Corporation Company Profile＞
Company name: MessageOne Co., Ltd.
Representative: Masao Kono, President and CEO
Head Office: 2-3-3 Kajicho, Chiyoda-ku, Tokyo, Kanda Chuodori Building 8F
URL:
http://www.message1.co.jp/
Established: April 2001
Capital: 3 yen (as of March 8,714, 2006)
Business description: Planning, development and sales of video, audio and web communication tools
[Inquiries from the general public]
Advanced Media, Inc.
Sales Division
TEL：03-5958-1091
FAX: 03-5958-1033
E-mail:
info@advanced-media.co.jp
[Press inquiries]
Advanced Media, Inc.
Management Headquarters Public Relations/IR Department
TEL: 03-5949-2007
FAX: 03-5958-1032
Email:press@advanced-media.co.jp
*AmiVoice®and logo are registered trademarks of Advanced Media.
*Company names and product names listed are registered trademarks or trademarks of the respective companies.
