Link Co., Ltd. press release (2024.11.12) Link Co., Ltd. Call summaries created using BIZTEL’s ChatGPT integration model can now be displayed in the contact center CRM “inspirX” ~~ Reduce operator post-processing time and improve center productivity Realization ~~ BIZTEL, a cloud-based CTI/call center system developed by Link Co., Ltd. (Headquarters: Minato-ku, Tokyo, President and CEO: Motoharu Okada, hereinafter referred to as Link), today announced the launch of a feature called “High Accuracy Inquiry Summary” that utilizes ChatGPT. The summary result of the call made by “model (*1)” is shown by Virtualex Consulting Co., Ltd.
(Headquarters: Minato-ku, Tokyo, CEO: Hayato Maruyama, hereinafter referred to as We would like to inform you that we have confirmed that the contact center CRM software “inspirX” provided by the company has been verified to display correctly in the contact center CRM software “inspirX” (Virtualex). *1 High-accuracy inquiry summary model: Uses BIZTEL’s optional functions “Voice Recognition Linkage (AmiVoice API)” and “API Linked Call Action” to summarize the call content in conjunction with ChatGPT’s API, and automatically sends it to the CRM system. (For pricing and other details about this model, please see https://biztel.jp/wp-content/uploads/2023/05/release_20230509.pdf
https://prcdn.freetls.fastly.net/release_image/7832/127/7832-127-512d7a303c3a122b658287805b0b33e6-2916×1434.png Mechanism for inspirily linking call summary results using BIZTEL, voice recognition linkage (AmiVoice API), and ChatGPT
https://prcdn.freetls.fastly.net/release_image/7832/127/7832-127-ea144d5645ffad244417e219fcb6ae9c-776×218.png Display image of summary results in Inspiri (Courtesy of Virtualex Consulting Co., Ltd., developer of Inspiri) At a call center, we record the details of the response after a call is made. At this time, it is necessary to summarize the main points in a concise way so that they can be grasped immediately, but there may be variations in the accuracy and detail of the records depending on the skill and experience of the operator. There were issues such as the length of the center affecting productivity at the center. *2 ACW (After Call Work): The average time it takes for operators to perform administrative tasks, record call content, update customer
information, etc. after completing a call, and is one of the important indicators for measuring the productivity of a call center. Through this initiative, it will be possible to standardize recorded content and prevent important points from being omitted using ChatGPT. Furthermore, by automatically linking call summaries to CRM, ACW can be significantly reduced, and the productivity of the entire center can be expected to improve. Link and Virtualex will continue to promote the resolution of issues in call center operations and increase operational efficiency through system collaboration between the two companies, contributing to the improvement of customer satisfaction that the center is aiming for. About inspirX Virtualex is developing customer relations support (CRM) software that supports multiple channels such as telephone, email, web, and fax, and is useful for building relationships between companies and customers. No matter which channel a customer uses to contact you, customer information can be managed centrally and in real time on a single screen, which prevents the complexity of operations caused by expanding the number of channels and improves customer satisfaction. In addition, the ease of searching for information and the FAQ and template functions for customer support have received high praise from existing users. As part of BCP measures in the event of an emergency, it can also be used at distributed locations or quickly switch to a telework system. For service details, please visit https://inspirx.jp/ Please take a look. About Virtualex Consulting Co., Ltd. Since its founding, Virtualex Consulting has been developing business focused on the “interface area between companies and customers,” and based on the customer success philosophy that “customer success is the key to our own growth,” we are committed to “Succession with You.” ― The word “Succession” does not mean a one-time success, but “Succession” means successive successes, and “with” means “to accompany you” instead of “for You.” As a company, we aim to do what you want. Currently, we are providing one-stop services by integrating DX and digital shift in the CRM field of client companies with consulting, technology, and operation capabilities. For more information, please visit https://www.virtualex.co.jp/ Please take a look. About BIZTEL Since the start of service in 2006, BIZTEL has been a pioneer in cloud-based telephony services and has been developing a wide range of corporate telephone systems and call center systems. Currently, over 2,000 companies have introduced cloud-based CRM, and in “Current Status and Prospects of the MarTech Market 2023 Cloud-based CRM Market Edition (7th Edition)” published by Deloitte Tohmatsu Mik Economic Research Institute, cloud-based CRM has been introduced. Type call center system No. 1 share for 7 consecutive years listed as a service. In addition, in the “Software Business New Market 2024 Edition” published by Fuji Chimera Research Institute, we have achieved the No. 1 share in the domestic market for SaaS CTI (telephone and computer integrated systems) (2023 results, based on amount) . For service details, please visit https://biztel.jp/ Please take a look. About Link Co., Ltd. Link Co., Ltd. is centered on the dedicated hosting service “at link”, which has one of the largest operating numbers in the industry, and the cloud-based hosting service “Link Bare Metal Cloud”, as well as the cloud-based call center system “BIZTEL”, which has been ranked No. 1 in market share for seven consecutive years. We offer a variety of subscription-based services, including the security platform service “PCI DSS Ready Cloud.” We are also involved in agricultural businesses, and since October 2011 we have been operating Nakahora Farm, a natural grazing dairy farm located in Iwaizumi Town, Iwate Prefecture. For business details, please visit https://www.link.co.jp/ Please take a look. ★Media site operated by Link “Becoming an organization that is one step ahead with optimal services” Accompanying business Problem-solving media “LINK Watch!” https://watch.link.co.jp/