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MediaLink Inc., provider of “AIto,” an AI agent that automates customer support, is pleased to announce that Media Service Inc. has introduced the AI voicebot “AItoVoice” and the AI chatbot “AItoChat.”
Founded in 2010, Media Service offers a wide range of services, including agency work for power companies, web production, and web promotion, with a focus on broadband services such as FLET’S Hikari and SoftBank Hikari. It also operates a support desk for pocket Wi-Fi services.
The company operated a support desk for its pocket Wi-Fi service with a limited number of staff, but was overwhelmed with the large number of calls it handled every day, and time costs were a major issue. Calls were frequently missed, and customers who could not get through to support would call the sales department, which would then pass the complaints on to the sales staff, creating a negative cycle.
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By implementing “AItoVoice,” the company was able to reduce the number of phone calls it received from approximately 30 per day to around 10, a reduction of 500 per month. Taking a phased approach, the company first accumulated actual customer inquiries using an IVR (interactive voice response system), and then applied this information to “AItoVoice,” effectively automating the initial response. Furthermore, by directing customers to a web form, the time spent on phone inquiries was reduced, saving time for both customers and the company. Furthermore, the additional implementation of “AItoChat” eliminated the need for the interview process, improving the rate at which customers resolved their issues themselves.
Media Service is currently considering building a system that will detect and alert users who have left the service without filling out a form, as a countermeasure for cases where customers who call leave without completing the form. The company has also decided to introduce “AItoMail,” an AI-powered email generation system, to automatically respond to inquiries submitted through the form, and is anticipating further reductions in work hours by automating replies to frequently asked questions. Furthermore, the company is considering offering a voice input option with “AItoVoice” for customers who have difficulty filling out web forms. We will continue to support the company in improving the efficiency of customer support using AI technology.
SOURCE: PRTimes
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