Voice bot (voice recognition IVR)AmiVoice® ISR Studio" is now equipped with an outbound calling function to automate telephone calling operations.

A more advanced call handling system is realized by combining AI speech recognition AmiVoice® and generation AI

　Advanced Media Inc. (Headquarters: Toshima-ku, Tokyo; Chairman and CEO: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media") has added an outbound call function to "AmiVoice ISR Studio," a cloud service for voicebots (voice recognition IVR) that automates telephone responses and makes it easy for anyone to get started. This will enable the automation of after-calls, reminder calls, collection calls, and other phone call tasks.

　"Call Center White Paper 2023"#1According to a survey by the Japan Communications Research Institute, voicebots, which automate telephone responses, are the IT solution planned to be introduced in the future, ranking first at 2022% in 24.2 and second at 1% in 2023, with many contact centers considering introducing them amid chronic labor shortages.
　In addition to the traditional "inbound calls," there is also an increasing need to automate "outbound calls," in which companies make phone calls to customers to make reminder (confirmation) calls and dunning calls, as a measure to combat labor shortages and customer harassment.
　In this environment, we have the No. 1 domestic market share.#2AmiVoice ISR Studio, a voice bot cloud service that utilizes AmiVoice, an AI voice recognition system from Yahoo! Ami, has released a new outbound call function, enabling the automation of telephone response.

　This function allows for a large number of calls to be made in a short time without human intervention, and can be used for confirming store visits and visit schedules, conducting questionnaire surveys, and making reminders, thus automating business operations and reducing opportunity loss. In addition, the function features a highly accurate voice recognition engine and generation AI that can be selected for each situation.#3By interpreting intent using this technology, flexible automated responses are possible, making it possible to automate situations that previously required human intervention, such as branching based on what the caller said, responding to voicemails, scenario transitions, interviewing, and providing guidance.
　Furthermore, by setting a schedule that allows you to define multiple conditions, such as "specifying the scheduled call date and time," "retrying calls" when there is no response, and "specifying times when calls are prohibited," you can make automatic calls that take into account the circumstances of your customers.
　In addition to individual registration from the UI and call list registration via CSV, it is also possible to register calls using an API, allowing for flexible integration with other systems, such as setting registration and call content and integrating data from reservation systems.

　Automating call operations can greatly improve the efficiency of routine calls, reduce costs, and ease the burden of customer support. This allows operations to focus on areas that should be handled by humans, maintaining a consistent level of service quality and is expected to improve customer satisfaction. Furthermore, by communicating directly with customers without the need for an operator, it becomes easier to gather customers' true opinions, which can also be used to improve services. In addition, in cases where operators are required to respond for a long period of time, voicebots can take over part of that role, which is expected to have an effect on EX (employee experience).

　Advanced Media will contribute to the evolution of telephone communication, including contact centers, by using AI voice recognition technology and generative AI technology to make things more automated, advanced and efficient.

Features of the "AmiVoice ISR Studio" outbound function

1. Scenario design that enables highly accurate voice recognition and flexible automated responses
A highly accurate voice recognition engine and generation AI that can be selected for each scene, such as names, dates, addresses, building names, and customer-specific content#3By interpreting intent using this technology, we can achieve flexible design, listening, and guidance, such as transitioning scenarios based on what the other person is saying and responding to voicemails.

2. Automatic callers that take into account customer circumstances
By setting a schedule that allows you to define multiple conditions, such as "making calls at a predetermined scheduled date and time," "retrying calls when there is no response," and "designating times when calls are prohibited," you can make automatic calls that take into consideration the circumstances of your customers.

3. API that can link with external systems
The content of the call can also be set via API, and it can also be used in conjunction with other systems, such as "linking data from the reservation system via API to send reminder calls the day before to customers who have made reservations to visit."

About "AmiVoice ISR Studio"

A voicebot (voice recognition IVR) cloud service that automates telephone responses and is easy for anyone to get started with.
"No. 1 in domestic AI voice recognition market share"#2"Advanced voice recognition and user-created voice recognition engines," "Flexible scenario construction and operation using an intuitive UI and generative AI," and "Cloud-based service provision and sample scenarios" make it easy for anyone to start answering phone calls automatically.
https://www.advanced-media.co.jp/lp/isr-studio/

*1 Published by Rick Telecom in early November 2023
*2 Source: ecarlate LLC “Speech Recognition Market Trends 2024” Speech Recognition Software/Cloud Service Market
*3 Generative AI integration is a function currently being provided as a beta version

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