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Businesses

With wide-ranging experience and the highest level of technology,
we realize customer satisfaction.

Contact Center AI Solution

Real-time counselling- assistance solution

AI recommends the optimized knowledge to the counsellor by analyzing in real-time the contents of the conversation between the customer and the counsellor. Through the management of whether the required script was uttered by the counsellor, and of the prevention of negative words, the solution enhances both the counsellor’s productivity and the customer’s level of satisfaction.

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In regard to the requests for counselling received by the Contact Center, the real-time counselling
advisor solution, such as STT/TA analysis technology , are employed for a more accurate guidance.
Understanding of motives and reply
recommendations for
Deep Learning and machine learning.
Real-time monitoring and coaching
Raising work productivity/Minimizing
erroneous guidance
Provides the tailored replies to questions, and reduces
the average call time as well as re-framings of questions
Work productivity is increased with the intelligent reply
recommendations
through the real-time
conversation content analysis and knowledge contents
Enhancing counselling quality and productivity with
response recommendation
through real-time speech
analysis and motivation grasping tech.
  • STEP 01
    The content of the conversation is written on the screen using the STT technology.

    The talker-separated conversation is typed out in real-time, and whether there is a standard script or discovery keywords is indicated.

  • STEP 02
    The motives of the customer is analyzed using Deep Learning data.

    By linking with standard script, manual and KMS (Knowledge Management System), the counsellor can avoid being surprised or making mistakes with the providing of knowledge recommendations tailored to the customer.

  • STEP 03
    Accurate reply is recommended according to the standards of recommended knowledge categorization.

    With accurate reply recommendations, counselling work is made more productive, and real-time monitoring and coaching are also possible.

Main Features

  • Provides real-time conversation content
    Provides real-time conversation content

    Contents of the conversation are printed on the screen using real-time STT technology

  • Grasping questions/motives and recommending knowledge/types
    Grasping questions/motives and recommending knowledge/types

    Recommending related knowledge and counselling type through the grasping of the motives of the customer based on learning

  • Recommends the core keyword and script
    Recommends the core keyword and script

    Recommends the core keyword and required script through real-time Text Analysis (TA)

  • Real-time monitoring and coaching provided
    Real-time monitoring and coaching provided

    Provides the environment for monitoring in real-time the contents of counselling conversations