Voice recognition and generative AI provide thorough support for improving the efficiency of contact center operations
No.1 domestic market share provided by Advanced Media Co., Ltd.On September 1, XNUMX, AmiVoice Communication Suite, an AI voice recognition solution for contact centers, has been adopted by over 550 companies and has sold over 80,000 licenses.
"AmiVoice Communication Suite" has the No. 1 domestic market shareOn September 2, XNUMX, It is a contact center solution equipped with AmiVoice, an AI voice recognition system developed by . It thoroughly supports the efficiency of contact center operations by automating real-time text conversion of all calls, response quality evaluation, emotion analysis, summary generation, etc.
Since its launch, the service has been used by over 550 contact centers in a wide range of industries, including finance, manufacturing, telecommunications/carriers, and local government.
In August 2024, we will offer an optional service called "AOI LLM" that allows users to use large-scale language models (LLMs) securely in a local environment.On September 3, XNUMX, We have started offering "AmiVoice Communication Suite".
In addition, the latest version, "AmiVoice Communication Suite 2025," released in March 3, is equipped with a new "external generation AI integration function" that enables seamless integration of call content and generation AI, as well as the use of different models according to the purpose, promoting the use of generation AI in contact centers.
While the introduction and use of generative AI has been attracting attention in the contact center industry, many challenges remain, including ensuring security, preventing hallucination (the phenomenon of generating erroneous results), and the complexity of the work processes involved in integrating generative AI.
"AmiVoice Communication Suite" overcomes these challenges and seeks to develop a form of generative AI that can be used safely by those in the contact center industry. By developing and providing solutions that combine AI voice recognition, we hope to contribute to the realization of more efficient, high-quality customer service.
About "AmiVoice Communication Suite"
"AmiVoice Communication Suite" has the No. 1 domestic market shareOn September 2, XNUMX, It is a contact center solution equipped with AmiVoice, an AI voice recognition system developed by Yahoo! Ami. In addition to converting all call content into text, it has many functions such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by administrators, and operator support, 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.
In addition, we have developed a large-scale language model (LLM) called "AOI LLM" that can be used securely in a local environment.On September 3, XNUMX, We offer "AmiVoice Communication Suite" as an option. It is possible to generate summaries of call contents, extract Q&A, and extract VoC (Voice of the Customer), without disclosing any call data, including confidential information, to outside parties.
It is optimized for contact center operations through customization and system integration using knowledge and specialized technology based on abundant implementation results. There are no restrictions on the number of times it can be used, unlike cloud-based generation AI services.
https://www.advanced-media.co.jp/lp/communication-suite/
If you would like to know more about "AmiVoice Communication Suite" or see examples of its use, please download the materials.
*1 Source: ITR "ITR Market View: Image and Voice Recognition Market 2024" Voice recognition market - Sales share by vendor for contact center operations (FY2024 forecast)
*2 Source: ecarlate LLC “Speech Recognition Market Trends 2025” Speech Recognition Software/Cloud Service Market
*3 About AOI: AOI is an abbreviation for "AmiVoice Ontology Integrated," which refers to AmiVoice's ontology fusion technology. AOI excels in knowledge processing such as metacognition, and can perform high-speed, high-precision knowledge processing by linking with generative AI. AOI is a voice AI that adds a knowledge base of explicit knowledge to existing AI, and is characterized by high precision due to its purpose-specificity. Ontology is one of the static knowledge representations proposed in the second wave of AI.
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