Mobilus Inc., which develops and provides CX solutions for contact centers, is pleased to announce that Qualica Inc., a member of the TIS INTEC Group, has introduced MooA CommNavi, an answer support dashboard for operators that uses AI to analyze transcriptions and call content, based on MooA® (hereinafter referred to as MooA), an operations support AI that improves the quality of responses and work efficiency in contact center operations, from January 2025.
The introduction of this system will enable highly accurate transcription and generation of AI summaries of telephone conversations. It will reduce the average post-call work time (ACW, after-call work (※1)), such as the task of creating a record of the conversation after the operator hangs up, and improve operational efficiency, promoting QUALICA’s goal of digitalizing contact centers.
Background of the introduction
Contact centers that handle inquiries to companies continue to have difficulty recruiting operators due to rising recruitment costs. In addition, with high turnover rates, human resource development and reducing operational costs have become issues. Until now, contact centers have been positioned as cost centers with low profit contributions, but in recent years, they are expected to become profit centers that contribute to corporate activities and profits by collecting voice of the customer (VOC) and improving customer experience (CX).
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Qualica operates a support desk for corporate systems that it has developed in-house, but in addition to the challenges of recruiting and training operators and reducing costs, it also needed to reduce ACW at its telephone support desks, standardize quality, and implement digital transformation.As part of digital transformation, the company has been working on initiatives aimed at utilizing VOC and improving CX, with the aim of increasing profit contribution and increasing profitability at the contact center, including the introduction of solutions that utilize generative AI.
In this environment, Qualica was impressed by MooA’s high level of customization development capabilities, its prompt development that excels in summarizing telephone responses, and its integrated manufacturing and sales organizational structure. With the aim of improving contact center productivity and contributing to profits, Qualica decided to introduce MooA CommNavi, a response support dashboard for operators that transcribes telephone responses and summarizes them using AI.
Overview of implementation
There are two methods for summarizing (speech recognition function) in generative AI: streaming and batch (upload). Generally, the streaming method is used for ACW voice transcription and summary output, but there are also cases where the upload method is more appropriate, and it is necessary to apply the method according to the environment of the installation site. In addition, one of the issues to consider when installing is the integration of “MooA” with various systems already operating in the contact center, such as systems that link computers and telephones (CTI).
With this implementation, while aiming to maximize the return on investment (ROI) at Qualica’s contact center, we designed the user interface (UI) of the management screen to be exclusive to Qualica, linking it with the existing CTI and specially designed for Qualica, so that no major changes would occur to on-site operations. In addition, since Mobilus’ voice recognition function supports both batch and streaming methods, the upload method was adopted for voice recognition, which is suitable for Qualica’s environment.
SOURCE: PR TIMES
