Overtime required for record-keeping was reduced by approximately 66%. In addition, the rate of annual paid leave taken increased.
Advanced Media Inc. (Headquarters: Toshima-ku, Tokyo; Chairman and CEO: Suzuki Kiyoyuki; hereinafter referred to as "Advanced Media") provides an AI voice recognition solution called "AmiVoice Communication Suite," which was tested at the Himeji City Child and Family Comprehensive Support Office (currently the Childcare Support Office) in Hyogo Prefecture to reduce the time it takes to create records for child consultations, resulting in a reduction of overtime hours of approximately 66% (implementation period: January to February 2024).
According to the Ministry of Health, Labor and Welfare, the number of child welfare officers nationwide is 2021 in fiscal 5,168. #1 Meanwhile, according to the Child and Family Agency, the number of child abuse consultation cases handled by child consultation centers in fiscal 2022 was 21, an increase of 9,170 (+11,510%) from the previous year, setting a new record. The average number of child abuse consultation cases handled per child welfare officer in each municipality is 5.5 per year, and there is a tendency for the number of child welfare officers to be insufficient to handle the increasing number of consultations. #2
Record-keeping after consultations was a major burden
At Himeji City's Child & Family Support Office, interviews with citizens and related organizations were often conducted over the phone, and a lot of time was spent on creating records of the consultation contents. In addition, because records were created after the phone call was completed, it was difficult to share information quickly, and employees other than the person in charge had difficulty understanding the situation of the consultation. Furthermore, record-keeping work accounted for a large part of overtime work, which was taking up time for the original work of considering support for resolving the consultation contents.
Therefore, Himeji City Child & Family Support Office conducted a demonstration experiment using "AmiVoice Communication Suite," which automatically converts telephone conversations into text to reduce the burden of recording work, for 2024 days from January to February 1. The content of the call between the client and the person in charge was converted into text in real time, and the text was edited while referring to the text after the call ended, to verify the effectiveness of reducing the time required to create consultation records.
Reduced "overtime required for record-keeping" by approximately 66%. Improved annual leave acquisition rate.
As a result of the demonstration experiment, the "overtime hours required for record-keeping" was reduced from an average of 16 hours per month before the demonstration to an average of 5.5 hours per month after the demonstration, and the quality of records was improved. Furthermore, the "rate of annual leave taken" improved from an average of 0.7 days per month before the demonstration to an average of 1.6 days per month after the demonstration, an improvement of 0.9 days.
In addition, by reducing overtime hours spent on record-keeping, staff are now able to have more time to share information among themselves, such as in advisor meetings to check on progress after consultations and individual case conferences to consider support policies, and this is expected to improve the quality of post-consultation support, which is their primary job.
The system was well received by the staff who participated in the demonstration experiment, with comments such as "Because the contents of the call are converted into text in real time, I don't have to take notes and can concentrate on the conversation," and "I can look back at the converted text and see whether I responded to the phone consultation from the citizen politely." In response to these results, Himeji City Child and Family Support Office is considering full-scale implementation of a system to reduce the time it takes to create records for child consultations, with the aim of improving work efficiency.
Provided in a secure environment that meets local government standards
Advanced Media has created an environment for the "AmiVoice Communication Suite" that is compatible with the "three-layer separation" announced by the Ministry of Internal Affairs and Communications in 2015, which aims to strengthen security by separating the internal government network into three systems: "My Number system," "LGWAN system," and "Internet system." By making it possible to check voice recognition, call details, response history, etc. from the "My Number system," we have achieved a secure environment that meets the standards of local governments.
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[Himeji City Childcare Support Office]
As a model district for the "Hyogo Smart City Challenge (implemented by the Hyogo Prefecture Information Policy Division [currently the Digital Strategy Division])," which uses ICT and data to create a model for solving social issues in new ways, our city conducted a demonstration experiment aimed at reducing the time it takes to create consultation records using a voice recognition solution. In a society with a declining population, in order to respond to the increasingly complex and diverse consultation needs of citizens without compromising their quality of life, it is essential to review business processes, and we believe that utilizing digital technology is one method of doing so. We will continue to verify the effects of the demonstration experiment and will work with the public and private sectors to utilize digital technology to further improve citizen welfare.
Hiroaki Fujii, Chief Technology Officer, Childcare Support Office (also serves as the Digital Strategy Office), Himeji City
Advanced Media will continue to use its AI voice recognition technology to provide and develop new solutions and customer services that support digital transformation in local governments, such as answering the phone, taking meeting minutes, and face-to-face service, thereby contributing to reducing the burden on staff and improving services for residents.
Demonstration experiment overview
Period: January to February 2024 (1 days)
Demonstration units: 5 units
Number of calls received: 3,752
Total call time: 14,631 minutes
Demonstration results:
| Before demonstration | After the demonstration | Demonstration effect | |
| Overtime required for record keeping | 16 hours / month | 5.5 hours / month | 10.5 hours/month reduction |
| Annual paid leave acquisition rate | 0.7 days/month | 1.6 days/month | Increased by 0.9 days/month |
*Because the data prior to the demonstration was obtained from the average value from September to December 2023, the results may be influenced by factors other than the introduction of the system, such as the timing of data collection.
* Calculated based on the average value of five employees who mainly used the demonstration machine for both the "pre-demonstration" and "post-demonstration" periods.
■Details of the demonstration project (announced by Hyogo Prefecture): https://web.pref.hyogo.lg.jp/kk26/smart_creative.html
About "AmiVoice Communication Suite"
“AmiVoice Communication Suite” has the No. 1 share in the industry #3 It is a real-time voice recognition solution for telephone answering equipped with AmiVoice, an AI voice recognition system developed by Yahoo! Ami. In addition to converting the entire contents of a call into text, it has many functions such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by an administrator, and support for telephone answerers by displaying materials, helping to visualize the contents of calls and improving the quality of responses.
We offer cloud and on-premise versions, as well as real-time and batch recognition processing, allowing for flexible operation regardless of the number of seats or scale.
https://www.advanced-media.co.jp/lp/communication-suite/
*1 Source: Ministry of Health, Labor and Welfare "Regarding the placement targets of child welfare officers etc. in fiscal year 2022"
https://www.mhlw.go.jp/content/11900000/000883418.pdf
*2 Source: "Number of abuse consultation cases at child consultation centers and trends" by the Child and Family Agency
https://www.cfa.go.jp/assets/contents/node/basic_page/field_ref_resources/a176de99-390e-4065-a7fb-fe569ab2450c/12d7a89f/20230401_policies_jidougyakutai_19.pdf
*3 Source: ecarlate LLC “Speech Recognition Market Trends 2024” Speech Recognition Software/Cloud Service Market
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