#Japan #Osaka #Call Centers #AI Analysis #ClassLab

Introduction to ClassLab.

Osaka-based ClassLab., under the leadership of CEO Daiki Furuya, has launched a breakthrough solution to address the challenges faced in call centers. The implementation of their AI transcription and automatic analysis system aims to revolutionize the management of call quality, promoting efficiency and improving customer service standards dramatically.

Challenges in Traditional Call Center Operations

Call centers have long struggled with quality management, primarily due to staff shortages and inefficiencies. The existing operational processes present several key issues:

1. Staff Shortages Limit Quality Control
Traditional call center operations face significant hurdles due to a lack of personnel to adequately review call records, with an average of 100 calls produced daily. Each call requires a minimum of 10 minutes for review, making it virtually impossible to assess every call. Without listening to the actual audio, it becomes challenging to make accurate judgements, forcing teams to review recordings that might not even contain any issues.

2. Inconsistent Judgement
The quality and effectiveness of management vary greatly based on the individual administrator’s criteria and experience. This inconsistency risks the oversight of critical issues that could impact customer satisfaction.

3. Reactive Management Approaches
Call centers often resort to addressing problems only after receiving complaints, resulting in a reactive rather than proactive approach to quality management. Many issues remain unaddressed until they escalate into resolveable complaints, leading to continuous customer dissatisfaction.

The Automated Analysis Process

ClassLab.’s new AI-driven system automates the entire analysis process through a streamlined set of steps:

1. Automated Transcription Post-Call
After each call, the audio is instantaneously transcribed into text, eliminating delays associated with manual transcriptions.

2. AI-Based Content Analysis
The AI evaluates the quality of the interactions, assigning scores and assessing potential complaint risks. Specific problematic phrases and interactions are flagged for attention.

3. Dashboard Notifications for Key Cases
Only calls that meet specific thresholds are flagged and presented on a dashboard for managers, allowing for clear identification of areas needing improvement alongside actionable insights.

The system automatically saves all analysis results for future reference, creating a knowledge base for ongoing quality enhancements.

Features of the AI Automated Analysis System

1. High Customizability: The system can be tailored to the specific needs and characteristics of different industries and companies, allowing for precise analysis without a one-size-fits-all approach.

2. Deep Integration with Operational Systems: The software wholly integrates with existing customer management systems, ensuring a seamless workflow from analysis to actionable insights.

3. Continuous Improvement Mechanism: The system undergoes regular updates in line with advancements in AI technology, allowing for swift responses to emerging challenges in real-world operations.

Impact of Implementation

1. Significant Efficiency Gains: Reduction of call review and feedback time by up to 90%, freeing administrative personnel to focus solely on critical cases, thus improving overall job efficiency.

2. Comprehensive Quality Management: Enabling consistent primary checks across all calls ensures no minor issues slip through, allowing for early detection of latent customer dissatisfaction before it escalates.

3. Enhanced Customer Satisfaction: The reduction of major complaints to near-zero levels vastly improves customer relationships and retention rates through a proactive quality management approach.

Future Prospects

ClassLab. envisions expanding the applications of AI in call center environments, continually developing features like real-time assistance for operators, customizable response prompts, automatic learning of successful sales patterns, and compliance violation detection. They are also working on industry-wide applications, including enhancements for the real estate sector to uplift productivity in new living environments.

For more details and inquiries about AI development, please visit ClassLab's website.