BIGLOBE announced that it has introduced a voice analysis service for call centers that uses Google Cloud’s AI generation to improve customer satisfaction. With this service, AI automatically analyzes voice data, helping to improve the quality of operator responses and services.
The service not only converts phone calls into text, but also has a wide range of functions such as emotion analysis, operator response quality evaluation, analysis by customer phase, and problem suspect detection.Emotion analysis in particular is notable for its ability to discover potential sources of dissatisfaction that cannot be read from text alone by analyzing the tone, intonation, and trembling of the voice to visualize the customer’s emotions.
The evaluation of the quality of an operator’s response will enable evaluation from the customer’s perspective as well as skill evaluation. Through multifaceted evaluation and sharing of know-how, the aim is to improve skills and support quality. In addition, by analyzing data from each phase of the customer’s consideration, application, use, and cancellation, issues at each stage will be visualized and the customer experience will be optimized.
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Furthermore, AI will automatically detect, compile and visualize any responses that may be due to a system failure, enabling rapid recovery from the failure and saving customers the trouble of having to try to resolve the problem themselves.
Through this initiative, BIGLOBE aims to improve customer satisfaction, and at the same time will formulate a new “BIGLOBE Materiality” to demonstrate its contributions to the changing social environment, and will begin linked activities.
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