Recho signs partnership with Elect, a Zendesk top partner

Recho Inc., developer of the “Recho Voice AI Platform,” a platform that makes it easy to build Voice AI Agents, has entered into a business partnership with CX solutions company Eclect Inc.

Structural reforms underway in the 1.5 trillion yen contact center market

Even now, with the diversification of digital channels, telephones still play an essential role in customer contact for companies. For complex inquiries that cannot be handled by chat, email, or apps, urgent consultations, and situations that require emotional consideration, voice conversations continue to be the most effective means of communication.

In fact, the domestic contact center-related market remains at a scale exceeding 1.5 trillion yen. However, this market has a labor-intensive structure, with labor costs accounting for 70-80% of operating costs. With the decline in the working population, securing human resources is becoming more difficult every year, and recruitment difficulties are becoming more severe. At the same time, customers are demanding faster and higher quality responses.

Also Read: ElevenLabs Powers Voice Tech for Cisco Webex AI Agents

To address this structural issue, hopes are high for a new solution known as the Voice AI Agent, which has evolved from generative AI technology. It simultaneously resolves two issues that have traditionally been in a trade-off relationship: resolving labor shortages and improving customer experience. It maintains the same quality of service as a human operator 24 hours a day, 365 days a year, while autonomously completing post-processing tasks such as creating summaries after calls and automatically inputting data into CRM. This allows operators to focus on more creative, value-added tasks.

Agent autonomously performs the advanced tasks previously performed by human operators, such as situational judgment, appropriate information gathering, system integration, and flexible response. It has already begun to be used in a variety of industries for both making and receiving calls.

SOURCE: PRTimes