Mico Launches AI Call Answering to Reduce Missed Inquiries

Mico Co., Ltd. is pleased to announce the launch of an AI-powered inbound call answering function for its AI telephone system, “Mico Voice AI”.

“Mico Voice AI,” which previously specialized in AI-powered outbound calling, now includes an inbound calling function, allowing for the automation and optimization of the entire telephone operation using AI in both outbound and inbound calls.

Our AI-powered call handling system provides 24/7 support, natural voice interaction, and rapid transfer of urgent customer inquiries to the appropriate representative. In addition, we offer cross-channel support via SMS outside of business hours. By flexibly responding to customer needs and circumstances, we aim to improve the customer experience and contribute to increased operational efficiency and results through improved response rates.

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“Mico Voice AI” has supported the digital transformation of many companies in the fields of sales and customer support. Based on the large volume of incoming calls handled by our clients, as well as the need to handle calls on weekends and at night, there has been a growing demand for a similar system to handle inbound calls and for centralized management of outgoing and inbound call data.

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On the other hand, many challenges remain in corporate inbound call operations, such as missed inquiries due to outside business hours or insufficient staff, inconsistent response quality, and loss of time before handing over calls to the appropriate person. In response to these concerns, we developed and are now offering this function, which extends the AI ​​voice dialogue technology cultivated in outbound calls to the inbound call domain.

What you can do with the AI ​​call receiving (inbound) function

AI receives calls 24/7, and highly sensitive inquiries are immediately forwarded to the appropriate person. SMS messages are automatically sent to those who cannot be reached, and customers who prefer not to call are directed to LINE, maximizing closing opportunities through a cross-channel design.

We respond to inquiries 24 hours a day, 365 days a year.

AI handles incoming calls regardless of the day of the week, including holidays, late nights, and early mornings. Using voice recognition and natural language processing, it provides personalized responses that address customers by name and engage in natural conversations, instantly identifying the caller’s request. This prevents lost opportunities by handling high-priority inquiries at any time of day.

Forwarding to individuals and automatically following up via SMS as needed

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Highly engaged customers are immediately transferred to the appropriate representative. Since caller information and inquiry details are shared before transfer, the representative can get straight to the point. If the representative is unavailable, an automatic SMS is sent for follow-up, and customers who are difficult to reach by phone can be encouraged to register on LINE. Cross-channel design spanning phone, SMS, and LINE is possible.

Accumulate and analyze call data to continuously improve service quality.

We visualize incoming, answered, and transferred call rates, building a foundation for implementing the PDCA cycle. All calls are automatically recorded and can be used for quality control and staff training. CRM integration automatically records call content and response results, preventing information sharing and utilization from becoming dependent on individual users.

Introduction to the main features

• Automated response outside business hours: AI handles calls even on holidays and outside of business hours.
• Natural conversation with conversational AI: Achieving human-like responses through speech recognition and natural language processing.
• Automatic inquiry routing: Supports both keyboard input and conditional speech recognition analysis to automatically route inquiries.
• Hot Lead Transfer: Identifies highly interested customers in real time and immediately transfers them to the appropriate person.
• Whisper Message: Voice notification of caller information and inquiry before forwarding.
• Automatic SMS transmission during a call: Reservation links, informational materials, etc., will be sent via SMS immediately.
• LINE promotion integration: After sending an SMS, encourage LINE registration and conduct follow-up.
• Call log report: Real-time visualization of incoming call count, answer rate, and transfer rate.
• Call Recording & Logging: All incoming calls are automatically recorded. This can be used for quality control and training.

SOURCE: PRTimes