Altius Link Launches AI Voice Quality Evaluation Service

Altius Link Co., Ltd. will begin offering the “All Audio Source Quality Automatic Evaluation Assessment Service” on Thursday, July 3, 2025, to enhance quality management at contact centers, utilizing “AmiVoice Communication Suite,” the AI ​​voice recognition solution for contact centers with the No. 1 domestic market share provided by Advanced Media Co., Ltd.

In the contact center industry, improving response quality while increasing operational efficiency is an important management issue for sustainable growth. In this environment, the traditional “sample evaluation” method, which evaluates only a portion of calls, has revealed problems such as variation in evaluations, excessive burden on managers for evaluation work, and pressure on time allocated to operator training. In addition, because the entire response is evaluated based on a portion of calls, there is also the issue that operators find it difficult to be satisfied with the evaluation and feedback.

“AmiVoice Communication Suite,” an AI voice recognition solution for contact centers provided by Advanced Media, which has the largest domestic market share, comes equipped with an “automatic response quality evaluation function” as a standard feature. It automatically detects inappropriate words, explains important matters, and judges whether speaking speed, timing, etc. are appropriate, making it possible to evaluate the response quality of all calls without being influenced by the subjectivity of the manager.

Also Read: Fujitsu Launches AI Book Search to Boost Library Access

At Altius Link, we have built an automatic evaluation model for all calls using AmiVoice Communication Suite through actual operation at the KDDI Customer Center. Using this model, we have reduced the evaluation man-hours of managers by approximately 60%, allowing them to focus on more productive communication, such as interviewing and training operators. In addition, operators can now receive quantitative evaluations for all calls, which not only improves on-site productivity but also increases employee satisfaction (ES) and realizes continuous quality improvement.

This initiative won the Best Technology Award at the Contact Center Awards 2024 as an outstanding initiative and achievement in contact center operations. Now, we have generalized this successful model and will begin offering it as a solution that can be used by more companies.

The “All Sound Source Quality Automatic Evaluation Assessment Service” is a comprehensive solution that is rare even in Japan, offering everything from the creation of a custom-made evaluation model for each company based on the assessment to the automatic evaluation of all calls, effectiveness verification and tuning.  It significantly reduces the workload of administrators, while improving the quality of operator evaluation and training, employee satisfaction (ES), and realizing continuous quality improvement.

SOURCE: PRTimes