transcosmos and Advanced Media introduce English version voice AI to Kyocera DSJ for the first time in Japan

transcosmos Inc. (Headquarters: Toshima-ku, Tokyo; Representative Director, President and COO: Masataka Okuda) and Advanced Media Inc. (Headquarters: Toshima-ku, Tokyo; Representative Director, Chairman and President: Kiyoyuki Suzuki) are Kyocera Document Solutions Japan. Ltd. (Headquarters: Chuo-ku, Osaka-shi, Osaka-ku, Minato-ku, Tokyo; Representative Director and President: Takashi Nagai; hereinafter referred to as Kyocera DSJ) was the first company in Japan to introduce an English version of voice AI.

Kyocera DSJ is a document solutions company that provides sales, maintenance, and rental of multifunction devices, printers, application software, supply products, etc. transcosmos has been providing customer support operations for multifunction devices to Kyocera DSJ for many years.

Kyocera DSJ requested that we respond to the needs of users who require support outside of telephone reception hours, when there is an increase in calls, and in emergencies such as natural disasters and pandemics, and transcosmos has provided manned support using voice AI and telephone calls. We are proposing a hybrid operation that combines the two, and from 2020 we are introducing a service that utilizes the functions of Advanced Media's AI voice recognition "AmiVoice."

Now, as our hybrid operation support scheme in Japanese has received continued evaluation, we have introduced an English version of voice AI for the first time in Japan. By transferring the know-how gained from building and tuning the Japanese version to the English version, we have significantly shortened the construction period.

By building a system that allows voice AI to handle primary reception, whether in Japanese or English, we will achieve further efficiency.

Past efforts and results of transcosmos and Advanced Media at Kyocera DSJ

We received the following comment from Atsushi Iwatsubo, Manager, Contact Center System Support Section 1, Service Business Division, Kyocera Document Solutions Japan Co., Ltd.

``As we only have a limited number of members who can respond in English, when there was a large number of calls, we were forced to keep customers waiting.

For this reason, we were looking for a way to eliminate the situation where customers had to wait when there was a high volume of calls, but after the usefulness of voice AI in the Japanese version was proven, we decided to build an English version as well. I did.

We are very grateful to them for providing support in both Japanese and English, as this not only improves customer satisfaction with the service, but also reduces our operational man-hours. We hope that you will continue to work hard to promote DX at our customer support center. ”

transcosmos and Advanced Media will continue to support Kyocera DSJ's customer support DX promotion by utilizing the latest digital technology and know-how.

*Company names, product and service names listed are registered trademarks or trademarks of each company.

■About transcosmos Co., Ltd.

Since our founding in 1966, transcosmos has strived to strengthen the competitiveness of our client companies by fusing excellent "people" with the latest "technological capabilities" and providing services of higher value. Currently, we pursue operational excellence and provide services that support client companies' business processes in terms of both cost optimization and sales expansion from 30 bases in 171 countries and regions around the world, mainly in Asia. . Additionally, in line with the expansion of the e-commerce market on a global scale, we provide a global e-commerce one-stop service that delivers our client companies' superior products and services to consumers in 48 countries and regions around the world. transcosmos aims to become a "Global Digital Transformation Partner" that responds to changes in the business environment and supports the transformation of client companies by utilizing digital technology.

https://www.trans-cosmos.co.jp

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