Megabank uses voice recognition system to improve the quality and efficiency of operations
Speech recognition system by Advanced Media Corporation (Head office: Toshima-ku, Tokyo; CEO: Kiyoyuki Suzuki; hereinafter, "Advanced Media")AmiVoice®has been adopted as a strategic IT tool by the Customer Consultation Department at The Bank of Tokyo-Mitsubishi UFJ (hereinafter referred to as the Bank), which is responsible for improving CS (Customer Satisfaction).
By utilizing Advanced Media's voice recognition solution for call centers, the bank will be able to accurately recognize the various "customer voices over the phone" received by the customer consultation department and search for them when necessary. In addition, the bank will also incorporate this voice recognition data entry method into its database of "customer voices and opinions written on postcards" sent from all over the country, thereby improving operational efficiency.
The bank will analyze customer feedback and use it to develop products and improve its sales structure from the customer's perspective. Construction of the system will begin in August 2006 in collaboration with IBM Japan, with operation scheduled to begin in October 8.
The system has four main objectives:
[1. Call Center]
By accurately understanding the feedback from customers received by the bank, it will be possible to "convey this information to the relevant sections accurately and quickly, and strive to reflect it in our services in a timely manner," as well as "analyze customer feedback from various angles and use it in future product development and accident prevention, etc."
2. Compliance
By accurately recognizing customer feedback, information can be shared accurately with the bank's management, increasing transparency in how the bank treats its customers and leading to improved customer satisfaction.
【3. Improving business efficiency】
After the call with the customer has ended, the bank employee's comments can be smoothly converted into text using voice recognition, reducing the time it takes to create a contact record and improving work efficiency.
4. Massive centralized paperwork processing
In creating a database of the contents of the large number of "customer feedback postcards" that are sent out every day, we combine two recognition technologies: OCR (optical character recognition) for the standard check-format responses, and voice recognition input for the diverse opinions in the free-form comment section, achieving both speed and accuracy.
This system will play a part in the basic infrastructure that will enable the bank to aim to be "No. 1 in service" and "No. 1 in reliability" through its "customer-oriented" management approach.
This system incorporates Advanced Media's next-generation call center solution,AmiVoice CallScriber®,AmiVoice®Assistis adopted.
AmiVoice CallScriber®By converting customers' actual voices into text, various analyses become possible. For example, it is possible to mine what information customers want to know, collect statistics on the most frequently asked questions, and reflect these in the FAQ, enabling operators to respond smoothly.
AmiVoice® AssistThe system automatically searches for the information that an operator needs when replying to a customer based on keywords given by the customer or operator. Collecting customer feedback and reflecting it in FAQsAmiVoice CallScriber®By linking this with the system, operators will be able to respond to customers immediately.
"We believe that the bank's adoption of Advanced Media's voice recognition system is extremely significant in that it fully recognizes the system's social relevance and demonstrates Advanced Media's technological capabilities, which aim to establish an industry standard. Large companies that have contact with many customers at call centers and other facilities are very conscious of improving customer satisfaction (CS), and Advanced Media's voice recognition system will provide a solution to these companies."
＜Advanced Media Inc. Company Profile＞
Company name: Advanced Media Inc.
Representative: President and CEO Kiyoyuki Suzuki
Head Office: 3th floor, Sunshine 1, 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 July 7,962)
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.
[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.
