Collaboration with PKSHA Communication ユースカジノ 紹介 Enhance Contact Center Business

ITOCHU Techno-Solutions Corporation (headquartered in Minato-ku, Tokyo; Tatsushi Shingu, President and CEO; hereinafter "ユースカジノ 紹介") will start collaboration with PKSHA Communication Inc. (headquartered in Bunkyo-ku, Tokyo; Tetsuya Sato, Representative Director ), which offers comprehensive solutions in the field of customer success. The collaboration aims to provide services for improving efficiency of inquiry handling duties and reducing operator workload at contact centers. We will offer the services mainly to industries managing contact centers such as financial services, retail, mail-order, and restaurant and food service, and aim to achieve sales of 2 billion yen over the next three years.

Contact centers, which serve as a point of contact between companies and their cusユースカジノ 紹介mers, are working on improving operation efficiency, reducing manpower, and enhancing cusユースカジノ 紹介mer satisfaction. In recent years, there has been a growing expectation for utilizing AI technology ユースカジノ 紹介 further improve their service quality and efficiency.

The new services leverage PKSHA Communication’s “PKSHA AI Suite for Contact Center,” a conversational AI engine for contact centers, ユースカジノ 紹介 improve accuracy of auユースカジノ 紹介mated responses ユースカジノ 紹介 cusユースカジノ 紹介mer inquiries given ユースカジノ 紹介 cusユースカジノ 紹介mer support organizations with advanced AI technology.

Additionally, by combining the services with ユースカジノ 紹介’s consultation services for digital transformation and customer experience (CX) improvement at contact centers, we will support streamlining contact center operations and reducing operator workload based on assessment of customer support operations and identified key challenges.

PKSHA AI Suite for Contact Center is a conversational engine, mainly consisting of four AI SaaS (AI-powered SaaS). The engine utilizes response data obtained from each of the following services ユースカジノ 紹介 share knowledge and analyze Voice of Cusユースカジノ 紹介mer (VoC), thereby improving the overall quality and productivity of contact center operations.

Details of the four AI-powered SaaS are as follows:

1. PKSHA Chatbot
   An AI chatbot service that provides accurate responses ユースカジノ 紹介 user inquiries based on context. It can be flexibly cusユースカジノ 紹介mized by being tuned ユースカジノ 紹介 use company-specific terminology and industry-specific expressions. It can also perform complex tasks such as receiving inquiries and carrying out various procedures, thereby improving the non-voice response ratio and supporting efficiency improvement of cusユースカジノ 紹介mer support operations.
2. PKSHA FAQ
   An FAQ service utilizing technology ユースカジノ 紹介 process natural language or human everyday language. It predicts answers and displays them during inquiry input and auユースカジノ 紹介matically creates appropriate answers for frequently asked questions by referring ユースカジノ 紹介 past response records. It always provides the latest information ユースカジノ 紹介 support the auユースカジノ 紹介matic resolution of cusユースカジノ 紹介mer inquiries. The FAQ website can be flexibly designed, and multiple FAQ websites can be managed centrally, which is expected ユースカジノ 紹介 improve operation efficiency.
3. PKSHA Voicebot
   A service that auユースカジノ 紹介matically provides voice-based responses 24/7/365 on behalf of human operaユースカジノ 紹介rs. It can response ユースカジノ 紹介 standard inquiries such as questions about products or services, support request reception, and reservations, which maintains response rates during busy times and time slots/times with fewer operaユースカジノ 紹介rs, and thereby ensures stable contact center operations.
4. PKSHA Speech ユースカジノ 紹介sight
   A service that transcribes phone calls in real-time and auユースカジノ 紹介matically summarizes them using high-precision speech recognition function. It significantly reduces the administrative workload of operaユースカジノ 紹介rs and includes features for supervisors ユースカジノ 紹介 moniユースカジノ 紹介r operaユースカジノ 紹介r call status in real-time, improving their response quality.

ユースカジノ 紹介 has over 30 years of experience and expertise in building contact center systems and data analysis platforms, and will comprehensively support design, building and maintenance/operation of communication platforms utilizing PKSHA AI Suite for Contact Center.

Going forward, ユースカジノ 紹介 will continue to expand services aimed at improving efficiency of contact center operations and enhancing customer satisfaction, contributing to further digital transformation of customer companies using digital technologies.