日本語 
VideoTouch Inc., which develops an AI platform that integrates and manages the quality of customer service provided by humans and AI, is pleased to announce that its AI role-playing program, “AI Roleplay,” has been adopted by Allianz Partners Japan Inc.
Allianz Partners Japan operates a 24/7 customer support system, including roadside assistance reception, with two contact centers nationwide and approximately 250 employees.
In this field, where you’ll be handling tasks that require urgent responses, you’ll always need to provide prompt, accurate, and reliable high-quality service.
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The introduction of AI role-playing in this project aims to build and strengthen a system that can provide stable service quality even in “what if” moments like these in the field.
Background of the implementation
Because this involves customer safety, we need training that is not dependent on “who is doing the teaching.”
At Allianz Partners Japan, we have traditionally provided new operators with training lasting over a month (classroom instruction, role-playing, and on-the-job training). However, in recent years, with the increasing diversity of the environment and personnel composition surrounding contact centers, it has become crucial to develop a more efficient and consistent training system.
– Difficulty securing trainers for role-playing, which is essential for new employee training.
– In some cases, the implementation of role-playing is delayed due to waiting for trainer assistance.
– Concerns that instruction and evaluation standards may become inconsistent across different locations and personnel.
In particular, for urgent inquiries, there was a pressing need to establish a training system that could consistently reproduce a certain level of response quality, regardless of “who was doing the training.”
Against this backdrop, Allianz Partners Japan decided to introduce “AI Role-Playing” as a means to simultaneously achieve practical training that does not depend on the workload of managers, and objectivity and standardization of evaluation.
SOURCE: PRTimes
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