OPTAGE Inc. will begin offering new options for its Enour Call Assistant, an operator support service for contact centers, from the end of June 2025. These options include an “emotion analysis function” that uses AI to identify emotions in real time from voice calls with customers, and an “automated response quality evaluation function” that analyzes call data and objectively evaluates response quality according to evaluation criteria. The addition of these options will help to create a work environment where appropriate responses can be made to customer harassment, and will help improve employee satisfaction and response quality through objective evaluations, thereby contributing to resolving the labor shortage in the contact center industry.
In the contact center industry, a shortage of human resources is a chronic issue, and reducing turnover by improving employee satisfaction is an important theme. In March 2025, the Japan Contact Center Association announced guidelines to combat customer harassment, requiring companies to provide employees (operators) with a healthy, safe, and secure work environment both physically and mentally.
Therefore, we have decided to provide new AI-based “emotion analysis function” and “automatic response quality evaluation function” as options for our operator support service “Enour CallAssistant.” This will promote optimal communication for both customers and operators, helping to improve employee and customer satisfaction and contributing to resolving the labor shortage in the contact center industry.
Also Read: Logizard launches “Donor Leave System” to support giving
Emotion analysis function
Conventional emotion analysis generally involves detecting pre-registered keywords from the results of transcribing the contents of phone calls to infer emotions. Unlike conventional text-based emotion analysis, this function uses AI to perform emotion analysis in real time based on a huge amount of past data from audio information such as tone and speed of voice, making it possible to analyze the emotions felt by customers and operators with high accuracy without the need for specific keywords. In addition, the results of the emotion analysis are displayed on the administrator’s monitoring screen, allowing the administrator to provide prompt support when the emotion of “anger” is detected. This allows excessive demands and pressure from customers (customer harassment) to be detected at an early stage, and contributes to improving employee satisfaction by creating a work environment that is easy for operators to work in both body and mind. In addition, by early detection of trouble between customers and operators and supporting early resolution with appropriate follow-up, it also leads to improved customer satisfaction.
Automatic response quality evaluation function
This function analyzes call data and performs objective evaluations based on pre-set evaluation items such as the operator’s language, speaking speed, etc. The evaluation results can be viewed by both the manager and the operator, helping to improve employee satisfaction through evaluations that are satisfactory to both parties and human resource development.
Enour CallAssistant will be exhibited at the 18th Call Center/CRM Demo & Conference 2025 in Osaka, to be held at MyDome Osaka on Wednesday, May 28th and Thursday, May 29th, 2025, and will introduce the service, including demonstrations of the emotion analysis function and automatic response quality evaluation function.
SOURCE: PRTimes
