Marubeni Information Systems Co., Ltd. provides "MSYS Omnis," an AI-powered voice-to-text service for contact centers. We asked them about the background and benefits of adopting the AmiVoice API for this service.

Adding punctuation to the correct position, removing inappropriate words, etc.
Easy to read in Japanese is appealing

Omnis is a cloud service that uses voice recognition to help improve the efficiency of contact centers. Customers who adopt the service can choose the one that best suits them from multiple voice recognition engines, including AmiVoice.

Initially, only one company offered a voice recognition engine, but due to the high recognition of "AmiVoice" in the contact center industry and the high accuracy of its speech-to-text conversion, we felt that it was necessary to provide a service that was easier for users to use, and so we decided to adopt the AmiVoice API.

When introducing the AmiVoice API, the implementation process was easy thanks to the comprehensive web manual. We use it for real-time text conversion, and the API is easy to understand if you have knowledge of WebSocket, so I thought the implementation would be easy.

Since implementing the system, we have been impressed not only with the recognition accuracy but also with the ease of reading the Japanese text.
For example, how punctuation is inserted into text converted after speech recognition and how inappropriate keywords (such as violent or sexual language) are displayed differ depending on the speech recognition API. The AmiVoice API has a function that inserts punctuation in the correct position and automatically removes inappropriate keywords, which has been highly praised by Omnis users. In fact, we believe that many users adopt AmiVoice because they are attracted to the readability of the converted text.

 

Future prospects

As the number of companies adopting MSYS Omnis increases, we receive various requests and continue to upgrade the version. Recently, we have added a function to prevent customer harassment based on customer requests, and we are currently working on improving the usability of the FAQ. We hope to continue increasing integration with APIs that help improve our customers' business operations, such as the AmiVoice API.