Can transcribe voice in real time
All call recordings and a huge inquiry manual that could only be heard
Customer Service Center
Mr. Yuki Watanabe
The previous system for recording all phone calls only allowed you to listen to the audio, so if you needed text data, you had to actually listen to the audio data with your own ears and transcribe it. This took a lot of time and effort, so we wondered if we could somehow improve work efficiency by using voice recognition.
JAL Card's call center uses manuals that are over 1000 pages long, but after digitizing the manuals, they ran into the problem of not being able to find the FAQs they were looking for.One of the reasons for this was that by using Advanced Media's solution, the necessary FAQs could be automatically opened in response to a question, which would shorten the time customers spend waiting and bring about a synergistic effect on efficiency.
The decisive factor was the high recognition rate with real-time voice recognition.
The biggest deciding factor was that it was extremely strong in Japanese and had a high recognition rate. Another big attraction was that it could perform voice recognition in real time.
A long time ago, we had considered introducing a voice recognition system from another company, but at the time, we had the impression that it was not very useful because there were a lot of mistranslations. Therefore, we were skeptical about voice recognition, but when we saw Advanced Media's demo, we were surprised at the high recognition rate and felt that this might work! The screen structure was also very easy to see, and we felt that it would be intuitive to operate. Since it is something that is used every day, the ability to operate it on a daily basis is a very important point. We were sent a manual, but even without looking at the manual carefully, we were able to understand most of it just by touching it, so we were confident that operation would be fine.
Coordination will be carried out with each telephone system company to ensure a perfect start by conducting various effectiveness verifications.
We had been conducting various tests in-house leading up to the introduction, and there were various opinions on whether to introduce it or not. At that time, it was time to update the full call recording device that we had introduced, and the winds changed dramatically when we found out that this solution could also be used for full call recording. The System Planning Department also voiced their opinion that we should introduce this solution to replace the full call recording, and from there the introduction went very smoothly.
Because the telephone system involves multiple companies, we conducted various effectiveness verifications and made adjustments before the start of operations to ensure a perfect start.
It is simple and easy to understand, so it has been adopted in the field. It has become an indispensable tool that has significantly reduced time.
The feedback on-site has been excellent, and I was able to get used to it much more smoothly than I expected. I think it's a very simple and easy-to-understand design.
In particular, the transcription and search of recorded phone calls has been greatly improved in efficiency. Previously, it was only possible to search for audio by date, time, or the relevant extension number, but by installing AmiVoice Communication Suite, it has become possible to link with IDs and search by phone number, which has made it much easier to find the relevant audio.
In addition, the ability to visually check the text of the recognition results without having to listen to the entire call has led to significant time savings. It has now become an indispensable part of our call center, and we can't imagine going back to the time before the solution was introduced.
About the future
By utilizing AmiVoice Communication Suite, we hope to steadily increase the recognition rate and improve accuracy. In addition, at the call center, we would like to value each and every call from customers more and improve the overall quality of our customer service.
Customer profile
A credit card business centered around the "JAL Card," an airline-related credit card that adds value through the mileage program offered by the JAL Group.
The duties are diverse, including customer service, card issuance management, system management, database marketing, sales planning and proposals for card promotions, and developing exclusive dealerships.
