JR East deploys AI assistants in call centers to boost service

JR East has introduced the voice recognition solution “PKSHA Speech Insight” to its group’s JRE POINT call center. Full-scale implementation began in July. PKSHA Technology announced the solution on August 25th. The introduction was driven by the company’s challenge to improve operational efficiency and customer satisfaction at its JRE POINT call center. The call center, which handles inquiries from over 16 million JRE POINT members, required an average of four to five minutes per call for post-call processing (ACW), and further efficiency improvements were needed.

Other challenges included easily compiling and analyzing call reasons to understand constantly changing customer needs, and eliminating the skill gap between veteran and new operators. JR East decided to implement PKSHA Speech Insight to resolve these issues and provide higher quality service to its growing membership. PKSHA Speech Insight streamlines ACW operations by transcribing voice logs during call handling and converting conversation information into digital data. The JRE POINT call center handles over 1,000 calls per day. A trial implementation of the system verified the shortening of ACW by transcribing incoming calls and using AI to summarize them. The results showed that, in addition to standard voice transcription, the “Attribute Summarization Option,” which outputs appropriate summaries for each input field, streamlined operators’ summarization work and resolved ACW, which was JR East’s biggest challenge.

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Therefore, JR East decided to fully implement and operate the system, utilizing the “Attribute Summarization Option.” Furthermore, the voice data text conversion and automatic labeling function enabled accurate classification and aggregation of inquiries, contributing to a detailed understanding of customer needs and bridging skill gaps among operators. Going forward, by linking PKSHA Speech Insight with “PKSHA FAQ,” the system aims to further improve response quality and enhance operator skills by promoting the organization and consolidation of knowledge used by operators. Specifically, the system is considering introducing a function that automatically suggests frequently asked questions (FAQs).

SOURCE: Yahoo