Provision of voice recognition solution AmiVoice® Communication Suite to JAL Card's call center

Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo, Representative Director, Chairman and President: Kiyoyuki Suzuki, hereinafter referred to as "Advanced Media") is JAL Card Co., Ltd. (Headquarters: Shinagawa-ku, Tokyo, Representative Director and President: Yuji Okada, hereinafter referred to as JAL We provided AmiVoice Communication Suite, a voice recognition solution for call centers, to Yahoo! Card).

■Background of introduction


JAL Card operates an airline credit card business that adds value through the mileage program provided by the JAL Group. Our business goal is to be a top-quality airline credit card company, and we are working to strengthen customer satisfaction.We have been ranked No. 2013 in the 4 JCSI (Japanese Customer Satisfaction Index) survey in the credit card category for four consecutive years. We won the first place.

At JAL Card, in order to extract customer requests and improve the quality of customer service, call recordings were transcribed and shared internally, but this work was a huge burden as it sometimes had to reflect the details of what was said. It became. Additionally, because we use an electronic manual with over 1,000 pages to conduct our operations, we were faced with the issue of keeping customers waiting to search for the manual. This time, Advanced Media's voice recognition solution was adopted to reduce the workload and speed up customer response.

■Effects of introduction

① Significantly reduce work time by converting all calls to text
By converting conversations between customers and operators into text, it is now possible to significantly reduce transcription time. All text information can be searched by date, time, keyword, etc., allowing you to quickly retrieve the information you need, and quickly grasp the content of the call visually without having to listen to all the audio. Now it looks like this.

② Respond to inquiries quickly and accurately using voice manual search
Manuals corresponding to your questions are automatically displayed on the screen and search support is provided. Since the manual is 1,000 pages long, it used to take time to find the desired manual, but after the introduction, it is now possible to provide accurate guidance without making customers wait. I did.

■Overview of AmiVoice Communication Suite


This is a solution that aggregates the "voices" generated at call centers into a single database and enables various uses. It is possible to transcribe all conversations with customers and use them for VOC analysis, call monitoring, and compliance measures. In addition, it is possible to monitor essential words and NG words that must be said during a conversation, perform voice keyword searches, etc., which leads to improved response quality.

Call centers are one of the important customer contact functions, and strengthening call centers is an important element in improving customer satisfaction. At Advanced Media, we will continue to focus on providing new solutions and customer services that contribute to improving customer satisfaction and operational efficiency for a wide range of industries and industries.