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| Ivy Data Co., Ltd. (Headquarters: Shibuya-ku, Tokyo, Representative Director Kosuke Suzuki, hereinafter referred to as the Company) has released a function to create Q&A from call logs in the VOC analysis service “DigestCall” using generative AI. |
| This function automatically creates Q&A pairs by extracting inquiry details and answers from operator and customer response data. As a result, even if a response manual does not exist, it is possible to create Q&A based on the actual response history, greatly reducing the labor involved in creating FAQs. |
| [Service site URL] https://www.ivydata.jp/digestcall |
| ■Newly added features |
| The VOC analysis service “DigestCall” provides content generation functions such as converting voice data into text as a call log, automatically summarizing the call reason (= inquiry content) using generation AI, and FAQ. |
| With this update, Q&A pairs for use in FAQs and chatbots can be automatically created from the voice data of inquiries. Now it looks like this. |
| In addition to the previously provided function of generating question texts from call reasons, it is now possible to generate answer texts from operator answers in call logs (conversations between operators and customers). |
| In addition, the data that can be uploaded is not only audio data, but also email text, so FAQs can be automatically created from long email texts or inquiries via the web. |
| ■Newly added features |
| Many of our customers have installed FAQ systems and chatbots on their service sites to reduce calls to call centers. |
| For these customers, there are cases where there is no response manual that can be used as a basis for scenarios when introducing a chatbot, and cases where it is difficult to compile an FAQ because each store has its own response rules, etc. “I want to automatically create FAQ answers from call logs” We have received your feedback. |
| In response to these opinions, in addition to creating questions from the call logs, we Added a function to automatically create answer sentences By doing so, we have realized further efficiency in FAQ creation work. |
| In addition, this function can respond to various situations by changing the information source and instructions given to the generated AI. For example, by creating a response manual using the voice data of operators with high resolution rates as a source, it is possible to improve the quality of the entire call center. |
 | | A screen that gives instructions to create a Q&A pair. Select the base call reason/call log, put it on the template for Q&A creation, and send a request to the generation AI. (The call log in the figure is dummy data.) |
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 | | Actual generated Q&A. Questions are created based on the call reason, and answers are generated based on the operator's answers recorded in the call log. |
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| ■Future outlook for “FAQ creation function” |
| With the API linkage function scheduled to be updated soon, it will be possible to perform operations such as registering data to DigestCall from external systems such as CTI, and retrieving data from DigestCall via the API. |
| With this |
- Store all inquiries received by phone and email in DigestCall
- Automatically converts accumulated data into text, summarizes, and categorizes it to visualize inquiries in real time
- Create a draft FAQ based on the inquiry content
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| This series of flows can be introduced without making large-scale changes to the existing system configuration. |
| We will create a framework that allows you to easily convert a huge amount of daily inquiry data into useful information assets by simply collecting it. |
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| ■“DigestCall” service overview and features |
| This is a VOC analysis service that uses generation AI to provide integrated services such as converting voice data into text, summarizing inquiries, and creating FAQs. |
| It is possible to visualize the entire inquiry and use the details of the inquiry in the operator's log. |
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| DigestCall has three main features. |
- Easily visualize inquiries with an analysis engine equipped with generative AI
By automatically transcribing, summarizing, and categorizing inquiry voice data, we clarify inquiry volume and call reason, and visualize inquiries. - Visualize inquiries on the dashboard
You can intuitively understand the entire inquiry on the dashboard using area graphs, scatter diagrams, etc. - Proposal support for measures to reduce the number of incoming calls using AI and consultants
In addition to the AI-powered FAQ creation function based on inquiry data, CX consultants can suggest the most suitable inquiry tools, improvement of conductor design, and improvement of operator work.
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| ■Click here for inquiries and quotations |
| If you contact us from the page below, you can download detailed information such as price plans. In addition, we will propose the best way to utilize “DigestCall” according to the needs of each company. |
| https://www.ivydata.jp/digestcall |
| ■Ivy Data Co., Ltd. Overview |
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| Ivy Data Co., Ltd. uses its strengths in AI technology and consulting to build business support systems and provide AI solutions. In addition, with a focus on call center DX, we are developing and providing “DigestCall”, an automatic VOC analysis service equipped with ChatGPT. By developing customized functions and providing operational support according to the call center's business operations, we will improve call center business efficiency. |
