Launched "AI Self-Training" to support contact center communicator education using AI chatbot x voice recognition AmiVoice®

Tokyo System Research Co., Ltd. (Headquarters: Koto-ku, Tokyo, President: Hiroshi Takasu, hereinafter referred to as Tokyo System Research) will release "AI Self-Training" to support contact center communicator education. We will provide a combination of AI chatbot technology, which Tokyo System Research has extensive knowledge of, and AmiVoice, a voice recognition technology from Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo, Chairman and President: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media") This reduces the burden of training operators/communicators.

【background】

In recent years, an increasing number of companies are placing importance on contact centers, which serve as points of contact with customers and are directly linked to corporate image and credibility, as a pillar of support for business strategies. Improving customer satisfaction through customer support and differentiating services are essential issues for each company, but on the other hand, training communicators requires a great deal of effort and time.

[AI self-training, overview]

The AI ​​that has learned the call script will play the role of the customer and serve as the communicator's training partner. The operator's conversation is transcribed in real time using the AmiVoice speech recognition API provided by the speech recognition development platform "AmiVoice Cloud Platform." The content of the spoken expressions is analyzed by AI and automatically clarifies the message and points out correction points for inappropriate expressions.

By utilizing AI in the initial training of communicators, which supervisors are responsible for, we help reduce the burden of training and improve efficiency.

[AI self-training, introduction effects]

① Self-training to utilize free time

Because it is a cloud service, training can be conducted in the free time of communicators without restrictions on usage time. Reduces the supervisor's training load.

②Fostering the basics of operator work

By talking with the AI ​​that plays the role of a customer, you can practice in a practical manner. In addition to being male/female, the AI ​​can express emotions such as joy and anger, allowing you to practice in a manner similar to the actual situation (including optional functions).

③Improvement of response quality

The communicator's utterances are transcribed into text using voice recognition, and AI analyzes the expressions and points out correction points on the spot. It is possible to share and develop without variation, such as reviewing the legal system and responding to new products.

[AmiVoice Cloud Platform, overview]

We provide a speech recognition API service that allows you to implement speech recognition functions without incorporating special libraries into client applications. By using the AmiVoice speech recognition API, you can significantly reduce the time required for conventional speech recognition development and easily incorporate a speech recognition engine with high recognition accuracy. It can be used for various services such as voice transcription, voice dialogue, voice control, voice translation, applications, websites, etc.

https://acp.amivoice.com/main/

【About Tokyo System Research Co., Ltd.]

Tokyo System Research Co., Ltd. provides specialized systems and solutions for various industries such as manufacturing, finance, and wholesale, and operates with the motto of "contributing to customers' businesses by solving management and operational issues and problems." This is a company that promotes We have been working on building new systems and services that utilize big data and AI from an early stage, and are striving to help our customers improve and reform various issues and problems they face in both management, business, and technology, and even create new business. I am.

Official website:

https://www.tsrweb.co.jp/