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RightTouch Co., Ltd. , a provider of AI contact center infrastructure for enterprises, is pleased to announce that its AI operator “QANT Speak,” which achieves both improved accuracy and reduced operational burden through autonomous improvement, has been implemented in the customer center of SBI Securities Co., Ltd..
Following the implementation of this product, the scope of AI operators’ support expanded to encompass all technical reasons, including PC operation, app and tool settings. They handle 500,000 to 600,000 inquiries annually, achieving a distribution accuracy of over 90% and a self-resolution rate of 85%. Furthermore, the average call duration has been reduced by 1.6 minutes per call, resulting in a total monthly reduction of 2,933 hours of customer service time across the entire customer center (an estimated value based on approximately 110,000 monthly calls across all major dialing services, including technical reasons). This reduction in response time not only improves overall customer center efficiency but also enhances the customer experience (CX) by enabling customers to resolve their issues smoothly at any time.
SBI Securities has been providing value to its customers through online trading services for a wide range of financial products, including stocks and investment trusts. The Customer Center plays a role in managing all points of contact with customers, such as handling inquiries by phone and web, and aims to be an organization that achieves a “win-win-win” situation for customers, operators, and the company.
At the company’s customer center, the number of incoming calls had increased by approximately 2.5 times in recent years, and at its peak, it had increased by approximately 5 times, due to the launch of the new NISA program and the strengthening of security measures for online trading across the securities industry.
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In highly specialized securities operations, recruitment and training cannot keep up with the increase in inquiries. Furthermore, some operators experience difficulties and anxiety when they first start working in the field after training, leading to a situation where simply increasing staff is not enough to cope.
Furthermore, while traditional telephone guidance systems make it easier to route calls to the appropriate operator as the number of options increases, they also have the drawback of placing a greater burden on customers to select the appropriate option within the guidance. Many customers avoid busy lines and call other lines, resulting in increased transfers and redials, which negatively impacts both customer inconvenience and operator workload.
SBI Securities has previously implemented “QANT Web,” “QANT Connect,” and “QANT VoC,” but this time, in order to promote self-resolution and improve customer experience (CX) in customer interactions via telephone, which account for the largest number of inquiries, they have introduced the AI operator “QANT Speak” as a way to understand customers’ problems based on their free-form speech and guide them to the appropriate solution.
Source: PRTimes
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