Regional

JR East deploys AI assistants in call centers to boost service

JR East has introduced the voice recognition solution "PKSHA Speech Insight" to its group's JRE POINT call center. Full-scale implementation began in July. PKSHA Technology announced the solution on August 25th. The introduction was driven by the company's challenge to improve operational efficiency and customer satisfaction at its JRE POINT call center. The call center, which handles inquiries from over 16 million JRE POINT members, required an average of four to five minutes per call for post-call processing (ACW), and further efficiency improvements were needed. Other challenges included easily compiling and analyzing call reasons to understand constantly changing customer needs, and eliminating the skill gap between veteran and new operators. JR East decided to implement PKSHA Speech Insight to resolve these issues and provide higher quality service to its growing…