parksha technology
First in the industry, Art Moving Center introduces “PKSHA Voicebot” Introducing a voice bot to automatically complete primary call reception and address registration
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PKSHA Technology Co., Ltd. (Headquarters: Bunkyo-ku, Tokyo,
Representative Director: Katsuya Uenoyama, hereinafter referred to as PKSHA) is a group company, PKSHA Communication Co., Ltd.
(Headquarters: Shibuya-ku, Tokyo, Representative Director: Tetsuya Sato), is an art moving center. Co., Ltd. (Headquarters: Osaka City, Osaka Prefecture, President and CEO: Masato Terada, hereinafter referred to as Art Moving Center) has developed an AI voice bot that utilizes deep learning and natural language processing (NLP) to streamline phone calls. We are pleased to announce that we have introduced PKSHA Voicebot from February 2024. PKSHA Communication is based on the business vision of “Weave Trust: Weaving trust between companies and customers, making communication a reason why people continue to choose us,” and through the development and provision of PKSHA Communication Cloud, we aim to support companies with mutually collaborative AI SaaS. and optimization of multiple customer communication points.
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Background of introduction: Introduction of AI voicebot with the aim of reducing man-hours for telephone inquiries and improving customer satisfaction
Since its founding, Art Moving Center has developed moving as a service industry and boasts one of the top market shares in the industry. As we have a large number of users each year, we have established a call center as the first point of contact with our customers and respond to tens of thousands of inquiries each month. Inquiries received by phone at the call center vary widely depending on the stage of use of the customer, such as new inquiries and inquiries regarding moving procedures from customers who have already concluded a contract, which places a large burden on the call center, and improves the quality of customer response. Therefore, improving the efficiency of telephone response operations was an issue. At Art Moving Center, we are promoting a DX strategy that aims to improve the quality of our services by actively utilizing digital tools. As part of this measure, we will automate voice response using AI to reduce the number of man-hours required to respond to telephone inquiries. We have decided to introduce PKSHA Voicebot.
Introduction overview: Succeeded in automating 30% of inquiries by designing answers tailored to industry-specific inquiries
When introducing the AI voicebot, we first targeted the automation of the most frequently asked questions from customers who had already concluded contracts. At the initial reception, the AI voicebot identifies the individual, asks for details of the request, and automatically sends an email with the details of the inquiry to the department in charge, which then responds to the customer based on the content. After a 10-day trial implementation, we were able to achieve results such as the AI voicebot replacing 30% of inquiries and reducing the number of “overflow calls” where calls could not be picked up by 30%. The decision was made to implement this system at call centers nationwide because it was determined that it would be able to respond to customer requests without making them wait and would lead to improved quality of customer service.
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First of all, we will try to establish automatic response and stabilize the response within this introduction scope, and in the future we are looking at expanding the scope of completion through automatic response and incorporating it into other business flows. Through this initiative, PKSHA Communication not only improves efficiency, but also improves the experience of end users (customers) through the intervention of AI, and builds trust with service providers while promoting “co-evolution of people and software.” We are committed to working hard to shape the customer experience of the future.
◆About Art Moving Center
Company name: Art Moving Center Co., Ltd.
Head office location: Crystal Tower 16F, 1-2-27 Shiromi, Chuo-ku, Osaka-shi, Osaka Prefecture
Representative: Representative Director and President Masato Terada URL: https://www.the0123.com/
◆About PKSHA Communication
With the business vision of “Weave Trust: Creating trust between companies and customers, and making communication a reason why people continue to choose us,” we offer multiple communication AI SaaS services for companies and customers, including PKSHA FAQ, PKSHA Chatbot, PKSHA Voicebot, and PKSHA Speech Insight. We are developing and providing PKSHA Communication Cloud, which optimizes multiple communication points. -PKSHA Communication Cloud- is a comprehensive solution based on PKSHA’s AI technology and consulting services that optimizes customer experience across channels and solves problems in companies’ customer contact management.
◆About PKSHA Technology Group
With the mission of “giving shape to the software of the future,” we develop AI solutions and provide AI SaaS using algorithms in the machine learning/deep learning field developed in-house to create future relationships between companies and people. I am. In addition to providing solutions tailored to customer issues based on a wide range of technologies such as automatic responses using natural language processing technology, image/video recognition, and predictive models, we also develop AI SaaS that solves common issues. We provide multifaceted support for the social implementation of software and aim for a prosperous society where people and software evolve together.
Company name: PKSHA Technology Co., Ltd.
Address: Hongo Segawa Building 4F, 2-35-10 Hongo, Bunkyo-ku, Tokyo Representative: Representative Director Katsuya Uenoyama
URL: https://www.pkshatech.com/
◆Inquiries regarding this matter
pr@pkshatech.com
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