We spoke to Com Design, which provides the contact center platform "CT-e1/SaaS," about the reasons for adopting the AmiVoice API and the benefits it has had.

Introduction Background

"Indispensable for DX of contact centersVoice Recognition

"CT-e1/SaaS" is a cloud-based CTI that boasts strengths in flexibility, scalability, and cost performance. It is a platform that not only provides the standard functions of contact centers up to now, but also flexibly incorporates the advanced functions that future contact centers will require, and is characterized by a service design that provides functions, development, and support all at a fixed price.

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DX is gaining attention in a variety of fields, and contact centers that use our services are no exception. With the development of AI technology, a number of services that focus on "conversations" with customers at contact centers are emerging, and it is predicted that AI technology will transform the role of contact centers. We also believe that the entry point to this transformation in contact centers, or DX, is the conversion of "conversations" into text, and that this will become an indispensable tool for contact centers, so we decided to introduce voice recognition technology.

Key Drivers of the Adoption

AmiVoice's high industry recognition and recognition accuracy

The deciding factors in our decision to adopt AmiVoice were its high recognition rate in Japanese and its strong brand recognition in the industry. While testing various similar voice recognition services, we found that with some overseas services, the text output sometimes felt unnatural, perhaps due to the unique characteristics of the Japanese language. On the other hand, with the AmiVoice API, we felt that the recognition results were highly accurate. High recognition accuracy is an important benefit not only when checking the output results as text, but also when using it in conjunction with other systems. Furthermore, AmiVoice's strong brand recognition in the contact center industry gives companies who adopt it a sense of security, and we can recommend it with confidence.

Introduction Results

Improved operator response quality and further feature development

Depending on the needs of contact centers using "CT-e1/SaaS," the system is used not only to output voice data as text, but also in a variety of other scenarios requiring speech-to-text conversion, such as automatically linking text data to CRM, using voice recognition IVRs, and linking with FAQ systems. The conversation between the customer and the communicator is output in real time, and clicking on the customer's question displays FAQ search results. This has been particularly effective in improving the quality of responses from new communicators. For us, the system has not only improved contact center operational efficiency through visualization of conversation content and text data linkage, but has also led to the development of various functions that can be realized by treating conversations as text data, such as call flows using voice input, which was previously difficult to achieve with CTI alone.

Future use

Promoting DX by achieving flexible integration with advanced functions

As a voice platform, "CT-e1/SaaS" flexibly links a variety of advanced functions to resolve contact center issues and promote digital transformation. Furthermore, under the "CXaaS" service model, we not only provide IT tools, but also provide a support system of engineers who can handle the development and technical configuration work required for utilization at a fixed fee. This allows us to realize the continuous utilization of IT as a service, integrated with business, which is required for digital transformation.