TechMatrix Corporation announced that it will begin selling new versions of its contact center CRM system “FastHelp” and FAQ knowledge system “FastAnswer” on February 21. The new versions pursue business efficiency using generative AI, on-demand provision of the latest functions, ease of use through improved design and UI, and improved customization productivity. By using FastHelp and FastAnswer, the quality of customer service at contact centers will improve, making it possible to provide a high-quality CX (customer experience), while at the same time allowing managers and operators to work in a fun and comfortable manner, greatly improving EX (employee experience). In FastHelp, the generative AI function group “FastGenie” automatically generates responses when dealing with customers. The responses are generated based on knowledge data accumulated in FastAnswer, so highly accurate responses can be obtained. In addition, FastGenie summarizes and classifies the content of responses, and automatically registers the response history in FastHelp. This reduces the workload of operators, improves and standardizes the quality of customer service, and enables accurate and advanced VOC analysis and utilization. FastAnswer promotes self-support for customers by using FastGenie to support the creation of knowledge and auto-answer functions.
FastHelp and FastAnswer are scheduled to be upgraded several times a year, with new features and bug fixes. On-demand upgrades allow users to choose the time that is convenient for them, such as off-seasons or holidays, to upgrade according to the operational status of the contact center, and avoid the risk of disrupting business operations due to upgrades at inappropriate times. In terms of design, the new visual design has been updated based on material design . This makes it easier to grasp the importance and relevance of information, achieving high visibility and intuitive operability. In addition, by adopting a universal design that is easy to apply to different cultures, languages, and regions, the design is gentler and less tiring to use for long periods of time than previous products. In terms of the UI, the layout of operation buttons has been changed and the menu has been reorganized. In addition, a three-screen display has been made possible to allow users to view and operate more information at once. In terms of development, we provide no-code/ low-code development tools for FastHelp and FastAnswer . Using these tools, applications can be created easily and quickly according to the purpose of use. For example, field service departments and quality control departments can easily create applications that utilize contact center data. Not only PCs but also devices such as smartphones and tablets can be used, and data accumulated in the contact center can be used throughout the company as an asset for the entire company. In terms of customization, we provide functional modules (plugins) that enable the addition and expansion of functions of FastHelp and FastAnswer. These plug-ins are developed based on JavaScript and Java, and we have prepared many plug-ins that improve business efficiency, such as linking with other companies’ products and expanding search functions, and we plan to further expand them in the future. Plug-ins allow you to expand and customize functions without changing the source code of FastHelp and FastAnswer. In addition, we plan to actively promote plug-in development by FastSeries partner companies in the future.
SOURCE: Yahoo
