[Graffer Co., Ltd.] Started providing “Graffer Call”, an inquiry reduction service using AI automatic voice guidance
*Grapher Co., Ltd.*
Press release: August 16, 2024
**
Launched “Graffer Call”, an inquiry reduction service using AI automatic voice guidance
*~Suita City, Osaka Prefecture reduces telephone answering work by approximately 45%~*
Grapher Co., Ltd. (Headquarters: Shibuya-ku, Tokyo, Representative Director: Daichi Ishii, hereinafter referred to as the “Company”), which handles digital transformation of operations in companies and government agencies, utilizes AI and push dialing to respond to calls at government buildings. Graffer, a service that streamlines communication work to citizens and businesses
We have started offering “Call”. This will reduce the operational burden and psychological burden on local government employees when answering telephone calls, and will further improve citizen services. “Graffer Call” service site: https://graffer.jp/governments/solution-call background
In recent years, with the increase in applications for My Number Cards, the burden on local governments in answering telephone calls has become increasingly serious. Telephone response work is difficult to measure manually and the amount of work cannot be monitored, so many local governments consider the burden of telephone response to be unavoidable. As a result, we have responded by hiring temporary staff and outsourcing to call centers, but the number of calls received has not decreased, which is costly and has not provided a fundamental solution.
In addition, “customer harassment” (hereinafter referred to as “customer harassment”), in which customers make coercive words and actions or make unreasonable demands toward employees who are dealing with them, causes mental and physical strain and worsens the work environment. It has become a social problem as a factor. “Customer Harassment Countermeasures” issued by the Ministry of Health, Labor and Welfare
According to the Corporate Manual (*), in a survey of 8,000 people working at companies and organizations in Japan, 90% of those who had experienced harassment responded that it had affected their physical and mental health. Similar concerns are faced by local governments that deal with citizens on a daily basis.
Citizens also face issues such as not being able to get through to the phone, not being directed to the appropriate department, and not being able to make inquiries on weekends or at night. In order to solve these issues for both local governments and citizens, we have established the Graffer
We have started offering “Call”.
(*) Ministry of Health, Labor and Welfare “Customer Harassment Countermeasures Corporate Manual”
Overview of “Graffer Call”
“Graffer
“Call” is a service that utilizes AI and push dialing to streamline the work of receiving and responding to calls to government buildings and making calls to citizens and businesses. In addition to forwarding calls to the relevant department, we also provide the URL of the home page via SMS (short message) depending on the content of the inquiry, thereby efficiently resolving citizens’ concerns.
About telephone inquiry reduction service
AI is used for voice guidance and push dialing, which are used for things like re-delivery of parcels, to automatically sort inquiries. In addition to forwarding your call to the relevant department, we can also send you the URL of our website via SMS depending on the content of your inquiry.
* -Features-*
* 1.Reduced telephone answering work by approximately 45% *
“Graffer
By introducing “Call”, telephone answering work will be reduced by approximately 45%. In addition to providing services, our consultants will provide accompanying support for three months, visualizing when, what kind of inquiries, and how many calls are received, and identifying points that need improvement. In addition, we have prepared general-purpose scenario templates based on cases in other cities to support smooth operation.
* 2.Provides high security with ISO27017 compliance *
“Graffer Call” is an “ISMS” based on the international standard “ISO/IEC 27017” for information security related to cloud services. Cloud Security Certification has been obtained, ensuring a high level of security and reliability. Also, LGWAN
(Comprehensive Administrative Network), we provide a robust system suitable for use by administrative agencies such as local governments.
* 3.SaaS service allows for quick and easy implementation *
“Graffer
Since “Call” is a SaaS (*) service, there is no need to build and operate servers, communication lines, and systems within the agency unlike on-premises services. It is quick and easy to implement, and you can start using it within a week at the earliest. Additionally, since it can co-exist with the local government’s existing IP phones, it can be introduced with less burden on the relevant department.
(*)SaaS is a service that allows users to use software running on the service provider’s (server) side via a network such as the Internet. About automatic call service
This is a service that utilizes AI to automate the work of sending messages to citizens and businesses. Using telephone calls (autocalls) and SMS, it is possible to automate outgoing calls to citizens and businesses. By registering the voice to be read in advance, the AI will read it in place of a human.
* -Features-*
* 1. Realize more efficient communication operations *
It is possible to make simultaneous calls using automatic voice. By utilizing the system to make multiple calls at once, it reduces the burden on staff members of making calls one by one and improves work efficiency.
* 2. Visualization of transmission results enables efficient business improvement *
It is possible to visualize not only whether a resident answered the phone or not, but also whether they listened to the end of the call or disconnected in the middle. Through a dedicated management screen, employees can directly check the transmission results themselves and improve operations while viewing the data.
* 3.Intuitive and easy-to-use management screen reduces operational burden * Employees can set and modify the voice guidance scenario themselves at any time. Scenarios can be branched and SMS can be sent with a single button press, making it easy for employees to use.
About implementation examples of telephone inquiry reduction service * Suita City, Osaka Prefecture *
The Suita City National Health Insurance Division was receiving 6,000 to 8,000 telephone inquiries per month.
Through the introduction of “Call,” we have been able to automate phone answering and outgoing calls, and have achieved a reduction in work by approximately 45%, or over 50 hours per month.
Introduction case article URL: https://graffer.jp/govtech/articles/suita-kokuho About future prospects
“Graffer
“Call” has been introduced in local governments such as Suita City, Osaka Prefecture, Chofu City, Tokyo, Fukuoka City, Fukuoka Prefecture, Daito City, Osaka Prefecture, and Amagasaki City, Hyogo Prefecture. As the number of local governments introducing the service increases, we will continue to develop functions that pursue convenience for both local government employees and citizens. In addition, we aim to improve the efficiency of inquiry response operations through the use of AI, regardless of the service format of the telephone interactive voice response system (IVR).
About holding seminars
* Title: Automated voice guidance system briefing session for National Health Insurance and Taxation Section staff *
overview:
In this seminar, we will discuss the benefits of using an automatic voice guidance system to address issues such as “reducing inquiries and shortening citizen waiting times,” “improving collection rates for taxes and insurance premiums,” and “answering telephone calls regarding payment slips.” We will explain in detail how to install it.
Date and time: Wednesday, August 21, 2024 11:00-12:00 (for tax) / 15:00-16:00 (for National Health Insurance)
Participation fee: Free
Event format: Online (webinar format)
Application URL:
https://ttzk.graffer.jp/graffer-event/smart-apply/surveys-alias/webinar-jul24-2024 * Title: Automated voice guidance system briefing session for citizen section staff *
overview:
In this seminar, we will discuss in detail the benefits of using automatic voice guidance systems and examples of local governments that have introduced them to address issues such as “Many calls related to My Number Cards are a heavy burden” and “Work is interrupted due to phone calls, making it difficult to concentrate.” I would like to introduce you to
Event date and time: Tuesday, August 20, 2024, 13:30-14:30 / Wednesday, August 28, 2024, 13:30-14:30
Participation fee: Free
Event format: Online (webinar format)
Application URL:
https://ttzk.graffer.jp/graffer-event/smart-apply/surveys-alias/webinar-Aug-2024 About “Graffer Platform(TM)”
Graffer Platform(TM), a digital government platform
‘ uses digital technology to transform the entire business process that connects the government and citizens. We provide services such as online procedure guidance, online application, and public support search to more than 190 local governments nationwide, and the implementation rate in ordinance-designated cities is 70%. It improves the productivity of administrative agencies while increasing the convenience of administrative services, reducing the time and effort required for both citizens and administrative agencies.
URL: https://graffer.jp/governments
About Grapher Co., Ltd.
Grapher believes in changing behavior through the power of products. With the mission of “changing society,” we are a startup company that works on digital transformation of operations in companies and government agencies. “Graffer” realizes corporate transformation by utilizing generative AI
A.I.
We provide a digital government platform that pursues convenience for citizens and government employees. The Administrative Digital Platform has been introduced by more than 190 local governments across the country, with an adoption rate of 70% in ordinance-designated cities. In October 2021, we were selected for “J-Startup2021”, a startup support program led by the Ministry of Economy, Trade and Industry. Company information
Location: 1-5-8 Sendagaya, Shibuya-ku, Tokyo
Representative: Daichi Ishii
Established: July 18, 2017
Capital: 1,544,977,927 yen (including capital reserve)
URL: https://graffer.jp
For press inquiries: pr@graffer.jp
Original article for this release
https://graffer.jp/news/5898
The company names and product/service names mentioned in this press release are registered trademarks or trademarks of each company.