Introduced "BEDORE Omni-Response", a customer support channel optimization solution at ITEC, and started a demonstration experiment to improve the response rate.

BEDORE Co., Ltd. ITEC Co., Ltd. (Headquarters: Bunkyo-ku, Tokyo; Representative Director: Takashi Maekawa; hereinafter ITEC) is BEDORE Co., Ltd. (Headquarters: Bunkyo-ku, Tokyo; Representative Director: Katsuya Uenoyama; hereinafter BEDORE) introduced the customer support channel optimization solution "BEDORE Omni-Response" provided by , and started a demonstration experiment to improve the response rate. In this demonstration experiment, we aim to improve operational efficiency without sacrificing the customer experience by selectively using four customer response channels (operator telephone response, manned chat, chatbot, and voicebot) according to the nature of the inquiry. I'm here. ■Background for optimizing customer support channels ITEC provides parking lot management solutions, mainly lockless parking lot products, for parking lot operators. The company's parking lot management support business operates a call center that receives various inquiries from parking lot users, such as troubles when entering and leaving the parking lot and requests for issuing receipts. Self-solving resources such as chatbots and FAQs on the website are useful tools for promptly responding to inquiries from parking lot users, so ITEC was also introducing them. However, in many cases parking lot users first call the call center whose phone number is written on the parking lot signboard, making it difficult to utilize self-solving resources on the Web. As a result, the load was concentrated on the call center, and parking lot users were kept waiting during peak times. In order to quickly solve the problems of parking lot users, it is necessary to guide them to the point of contact that can solve them in the shortest and most efficient way, from various customer service points such as web, chat, and operators, depending on the content of the problem. was essential. Aim of BEDORE Omni-Response In "BEDORE Omni-Response" provided by BEDORE, a voicebot receives an incoming call to a call center, separates the business, and then responds to manned correspondence channels such as manned phone calls and manned chats, or chatbots and Optimal guidance to an unmanned channel by voice bot. Since users are guided to the most suitable channel to solve their problems, it is possible to improve the user experience and streamline the operation of the call center. Using automated customer support tools such as chatbots and voicebots alone can improve user experience and streamline call center operations. However, if the lines of communication between chatbots and voicebots are excessively strengthened in the pursuit of efficiency, the line leading to the operator becomes difficult to understand, and as a result, there may be a trade-off that impairs the customer experience. I have. With "BEDORE Omni-Response", it is possible to flexibly guide the customer to the most suitable support channel based on factors such as the urgency and individuality of the inquiry and the device being used. As an example, the following use cases can be realized to improve customer experience and efficiency at the same time. Company name: BEDORE Co., Ltd. Location: Hongo Segawa Building 4F, 2-35-10 Hongo, Bunkyo-ku, Tokyo Representative: Katsuya Uenoyama, Representative Director URL: https://www.bedore.jp/ PKSHA Technology Co., Ltd. in October 2016 Established as a subsidiary of With the vision of "making software that understands words", we provide general-purpose dialogue engines and various language analysis solutions using natural language processing technology and machine learning technology. The dialogue engine has been highly evaluated for its high Japanese language recognition ability that can correctly understand user questions, and its sophisticated dashboard through repeated actual operations. We also provide solutions that use natural language processing technology to discover desired elements in texts, and knowledge support solutions linked to voice recognition.

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