Supporting home-based operators by strengthening communication functions
Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Representative Director, Chairman and President: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media") announced the launch of "AmiVoice Communication Suite4", an AI voice recognition solution for contact centers, on November 11. Sales will start from Sunday (Monday).
Recently, due to the coronavirus pandemic, the number of physical contact points between companies and customers has decreased significantly, and contact centers have become increasingly important as non-face-to-face customer contact points. On the other hand, contact centers are increasingly being operated from home, creating a physical distance between operators and supervisors, creating challenges in understanding call status, ensuring response quality, and facilitating communication between both parties. .
Under such circumstances, voice recognition solutions have been evaluated as effective in improving response quality by visualizing call content, supporting communication between operators and supervisors in remote locations, and accumulating VOC in an easy-to-use text-based format. As a result, its adoption is even more widespread.
Based on this background, "AmiVoice Communication Suite 4" has realized instant visualization of call trends using an AI topic extraction function and enhanced communication functions aimed at supporting operators at home. Equipped with a Bi-LSTM engine that utilizes the latest deep learning technology, it transcribes conversations with higher recognition rates. Additionally, by reducing the weight of speech recognition processing, processing efficiency has been improved by 20 to 40% compared to conventional LSTM engines.
[Features]
1. Understand trends in call content in real time at a glance with AI topic extraction function
Using natural language processing, we automatically extract "topic words" frequently included in calls in real time. Even if your supervisor is in a remote location, you can understand what's happening in your contact center at a glance. Extraction targets can be set flexibly, such as groups or the whole. Additionally, words that are uttered more frequently compared to the previous day are displayed as "trend words" in alerts, making it effective for early detection and prevention of abnormalities and troubles. There is no need to set keywords in advance, and you can use it immediately after installation.
``Topical words'' are also highlighted in past call data, allowing you to check your call history and conduct VOC analysis smoothly.
2. Enhanced communication between operators and supervisors
In addition to the conventional text chat function, you can now use the file attachment function when chatting between operators and supervisors. Since detailed information can be shared visually even in remote locations, it is possible to provide generous support to home-based operators.
3. Equipped with the latest speech recognition engine. Achieved 20-40% increase in processing efficiency
Equipped with the latest speech recognition engine using bi-directional deep learning technology "Bi-LSTM", it can convert call content into text with even higher accuracy. Additionally, by reducing the weight of speech recognition processing, processing efficiency is improved by 20 to 40% compared to conventional LSTM engines.
Four. Expansion of compatible browsers
Compatible with modern browsers such as "Microsoft Edge", "Google Chrome", and "Firefox". You can use all the functions of "AmiVoice Communication Suite" in a wider range of environments to suit your operation.
[AmiVoice Communication Suite, overview]
No.7 industry share for 1 consecutive years
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This is an AI voice recognition solution for contact centers equipped with the voice recognition engine AmiVoice. In addition to converting the entire text of a call into real-time text, it is equipped with a number of functions such as emotional analysis, simultaneous monitoring of multiple calls by an administrator, and support for operator operations, helping to visualize call content and improve response quality. Cloud version/on-premises version, real-time recognition processing/batch recognition processing are available, allowing flexible operation regardless of the number of seats or scale of the contact center.
https://www.advanced-media.co.jp/products/service/amivoice-communication-suite
At Advanced Media, we will strive to provide and develop solutions that utilize AI voice recognition for the diversifying contact center industry.
*Source: ITR “ITR Market View: AI Market 2021” Voice recognition market sales share by vendor (2015-2021 forecast)
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