[IVRy] Asoview introduces automatic telephone answering service “IVRy” to its call center. Telephone response costs have been cut in half by automating telephone inquiries by over 60%.
IVRy Press release: November 13, 2024 Asoview introduces automatic telephone answering service “IVRy” to its call center. Telephone response costs have been cut in half by automating telephone inquiries by over 60%. ～Response rate improved from 70% to 94%. The number of operator responses has been reduced by 50% compared to last year~
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https://prcdn.freetls.fastly.net/release_image/56805/143/56805-143-04bd63ad5119172644ff829531c78d4d-3000×2000.png How to check the dashboard
https://prcdn.freetls.fastly.net/release_image/56805/143/56805-143-f30098f6c7a857ad4ab5b369ae8464ae-3000×2000.png How to check incoming call history Challenges before implementation: Difficulty in allocating staff due to seasonal fluctuations unique to the leisure industry, increased telephone answering costs Asoview is a company founded in 2011 that promotes DX in the leisure industry. We operate the play/experience reservation site “Asoview!”, partner with more than 10,000 businesses nationwide, and provide play/experience programs in approximately 620 genres and approximately 28,000 plans (as of November 2023). With a cumulative membership of over 15 million people, we provide services that enrich people’s leisure time as one of the largest leisure reservation platforms in Japan. At ASOVIEW, we were faced with the following two issues at the call center of the entertainment and experience reservation site “ASOVIEW!”.
・Difficulties in staffing: Due to seasonal fluctuations unique to the leisure industry, inquiries during Golden Week and summer are approximately 2.5 to 3 times more than in other seasons. This made it difficult to predict the number of inquiries and make it difficult to allocate appropriate personnel. Additionally, calls were concentrated at certain times of the day, making it difficult to maintain the goal of responding to 80% of incoming calls. ・Increase in telephone response costs: Telephone responses cost approximately twice as much as email responses. As the company grows, the number of users and inquiries increases, and a major challenge has been how to control the ever-increasing response costs. By introducing IVRy, Asoview automates common inquiries such as login, point usage, cancellation methods, etc. Furthermore, the automatic reply function of SMS is utilized in a variety of ways, such as guiding customers to a web page with procedure instructions and directing customers to a chatbot on the official website. Effects of introducing IVRy to call centers: Telephone response costs halved, automation rate over 60%, response rate improved from 70% to 94% ・Telephone answering costs halved: With the introduction of this service, telephone answering costs were halved. ・Telephone response automation rate of over 60%: Recently, we succeeded in automating 60% of telephone responses per month. We have continued to improve gradually, and now we have achieved a high automation rate, with some days exceeding 70%. As of September of this year, we were able to automate 60% of the total. ・Response rate has increased from 70% to 94%: Last year, the response rate to telephone inquiries remained at 70%, but with the introduction of the system, the response rate has increased to an average of 94% every month. ・The number of operator responses has decreased by 50% compared to last year: Despite the increase in incoming calls due to business growth, the number of operator responses has been halved compared to last year. ・Visualization of telephone operations using a dashboard: Before the introduction, it was not possible to obtain information such as the amount of incoming calls until the outsourced call center shared a daily report, but with the IVRy dashboard, you can see the amount of incoming calls and the content of conversations in real time. This makes it possible to quickly grasp the situation and respond. It is also being used to improve the automation rate of telephone data, such as adding frequently asked questions to voice guidance. Future prospects In the future, Asoview will utilize IVRy’s AI and automatic transcription functions to visualize customer emotions and operator responses, thereby improving the quality of telephone responses and building a system that allows both customers and the company to mutually suppress harassment. Consider. We also hope to utilize voice recognition using AI to analyze inquiries and achieve more advanced automation, such as displaying FAQs and forwarding inquiries to the appropriate person. We will continue to support AsoView in its efforts to develop functions that will further improve the efficiency of its telephone operations and improve customer satisfaction.
https://prcdn.freetls.fastly.net/release_image/56805/143/56805-143-e733efa869d201d54bdf0356cd997487-256×336.png Comment from Yoshiyuki Suzuki, Customer Service Department, Asoview Co., Ltd. In the leisure industry, inquiries are concentrated at certain times, so staffing the call center has always been an issue. With the introduction of IVRy, we have achieved very good results, with an automation rate of 60% for inquiries and a reduction in telephone response costs by half, which makes us very happy. Additionally, response rates increased significantly, leading to an improved customer experience. The UI is simple and intuitive, so I was able to use it immediately after installing it. We will continue to utilize IVRy and combine AI with telephone operations, aiming to further improve telephone operations and provide a better customer experience.
https://prcdn.freetls.fastly.net/release_image/56805/143/56805-143-f6d9de6f2af5bc4787e5c3fa162b766a-725×954.png Comments from Ryoka Okunishi, Representative Director/CEO of IVRy Co., Ltd. We are very honored that Asoview has introduced IVRy. By providing IVRy, we hope to provide a better experience not only to the companies that have adopted it, but also to the customers of the companies that have adopted it. Therefore, in the case of Asoview, where it is difficult to predict the staffing of the call center, we are very happy that by automating phone response using AI, we were able to maintain the satisfaction level of not only Asoview but also Asoview’s customers. I’m here. With the mission of “delivering the best technology to all companies,” IVRy will continue to contribute to solving problems for businesses in various industries, including companies in the leisure industry like Asoview. , we will actively work on utilizing AI technology and developing new functions. About Asoview Co., Ltd. With the mission of “Live, Play”, we aim to realize a well-being society where “play” enriches life along with food, clothing, and shelter. We provide “Asoview!”, a convenient and economical holiday reservation service, “Asoview! Gift”, an experiential gift to send memories to loved ones, and DX solution business for tourism, leisure, and cultural facilities. Date of establishment: March 14, 2011 Capital: 1 billion yen Representative name: Representative Executive Officer and CEO Tomohisa Yamano Head office location: 8F Gate City Osaki East Tower, 1-11-2 Osaki, Shinagawa-ku, Tokyo Business content: Reservation marketplace business for play and leisure activities, DX promotion business for the leisure industry, etc. Interactive voice AI SaaS “IVRy”: https://ivry.jp/
https://prcdn.freetls.fastly.net/release_image/56805/143/56805-143-8b31f01780f252faabb969b948bdd82c-1540×606.png This is an interactive voice AI SaaS that anyone can use from 2,980 yen per month (*). You can freely set the branching of phone responses, and there are a wealth of functions such as automatic answering and reservation agency using AI, recording, transcription, AI summarization, SMS sending, customer management (CRM), and notification of incoming calls to LINE and chat tools. are available. In addition, it is possible to make and receive calls using fixed-line telephone numbers starting with “03” etc. acquired by companies. You can also use that number to make and receive calls on the go. *Basic price: 2,980 yen (excluding tax). Separate phone number maintenance fees and usage charges will apply.
https://prcdn.freetls.fastly.net/release_image/56805/143/56805-143-96c2edf16cee9404ca444371cfe78959-1918×1135.png It has been installed horizontally by companies of all sizes and industries, from large companies to small and medium-sized
enterprises, and as of October 7, 2024, it has issued over 20,000 accounts in 47 prefectures and over 88 industries. , a total of over 25 million calls have been received. Currently, we are developing products based on telephone calls, but in the future we will expand the scope of application of AI technology and provide multifaceted solutions to address issues such as human resource shortages and customer harassment. We will contribute to solving problems and promote productivity improvement and business efficiency in Japan. AI telephone service image video:
https://www.youtube.com/watch?v=trmzMcr4TXk
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https://www.youtube.com/watch?v=trmzMcr4TXk IVRy implementation example: https://ivry.jp/case Phone number search site:
https://ivry.jp/telsearch/ Recruitment information At IVRy, we are currently recruiting for all positions where we can work together to create products that continue to grow. Culture Deck:
https://speakerdeck.com/ivry/ivry-culture-deck Recruitment page: https://ivry-jp.notion.site/IVRy-e1d47e4a79ba4f9d8a891fc938e02271 Engineer recruitment page:
https://www.notion.so/ivry-jp/IVRy-b30395752c7c4a448f1520576dc55778
https://prcdn.freetls.fastly.net/release_image/56805/143/56805-143-f3beb4d7ccba9b1f262c464a33fa895b-1352×906.png Photos from top left: Entrance, in-house bouldering wall, group photo, in-house stage Company name: IVRy Co., Ltd. Representative:
Representative Director/CEO Ryoka Okunishi Established date: March 2019 Address: Sumitomo Fudosan Tokyo Sanda Garden Tower 29F, 5-19 Mita 3-chome, Minato-ku, Tokyo 108-0073 Phone number: 050-3204-4610 Company site: https://ivry.jp/company/