#Japan #Tokyo #contact center #Altius ONE #Hankyu Railways

Altius Link's Innovative Integration at Hankyu Railways

Altius Link Inc., based in Shibuya, Tokyo, has recently announced the successful deployment of its digital contact center service, Altius ONE for Support, at the contact center of Hankyu Railways, located in Osaka. This case showcases a significant transition from an on-premise environment to a cloud-based system, leveraging the power of generative AI for enhanced efficiency in handling customer inquiries.

Background and Challenges

Hankyu Railways operates a customer support center that is crucial for conveying timely and accurate information. However, the center faced several challenges:

• - A broad range of inquiries, including ticket usage, lost items, and service status, leading to varied request types.
• - An outdated reliance on analog methods, such as paper timetables and fax communications.
• - Fragmented systems that made centralized information management virtually impossible.

These challenges increased the complexity of customer interactions and exacerbated skill gaps among operators, resulting in inconsistent service quality and slower response times.

Achievements and Key Insights

The implementation of Altius ONE involved a complete overhaul of the existing system by migrating it to the cloud, which has significantly improved the contact center's operation.

Efficiency and Quality Enhancement via Generative AI

The new framework integrates speech recognition tools that automatically transcribe call content and employs generative AI to summarize conversation histories effectively. This not only alleviates workload for operators but also provides managers with real-time visibility over multiple calls, enhancing the ability to support operators and make quick decisions.

Transitioning from Paper to Digital

To facilitate seamless information sharing and management, Altius Link introduced a cloud-based CRM system. This tool enables efficient cross-departmental collaboration and allows for the accumulation of call histories in a format conducive to analysis and reporting.

Processing Time and Response Rate Improvements

Following the system upgrade, the average handling time (AHT) for queries was reduced by approximately 30 seconds. The contact center has also maintained an impressive response rate of over 84%, significantly higher than in previous years.

The detailed case study illustrates further insights into this successful collaboration, and readers are encouraged to check it out.

Future Endeavors

Altius Link remains committed to working alongside Hankyu Railways to continuously enhance service quality. The goal is to ensure that every customer interaction is meaningful, providing reassurance and a high level of support.

Additionally, the company aims to drive business growth and enhance corporate value by leveraging cutting-edge technology and advanced operational practices.

About Altius ONE for Support

Altius ONE for Support is Altius Link’s distinctive digital contact center service that deepens communication through generative AI, an integrated data-driven approach bolstered by advanced technologies such as voice recognition and cloud data infrastructure. This service is targeted at resolving contact center challenges effectively.

For more information on Altius ONE for Support, please refer to the service page.

Company Overview

Altius Link Inc. focuses on creating value through the fusion of human and digital capabilities. The company offers a one-stop BPO service that comprehensively supports various business functions, from customer service to IT solutions, in both domestic and international markets. With operations in seven countries, primarily across Asia and North America, it collaborates with an array of partner firms to innovate the operations and enhance customer experience through AI and digital solutions. As part of its commitment to becoming a 'Total CX² Design Company', Altius Link aims to integrate customer experience enhancement with corporate transformation to support sustainable growth for its clients.

• - Location: 151-8583 Shibuya, Tokyo, Yoyogi 2-2-1, Odakyu Southern Tower
• - Established: May 1996 (Altius Link officially launched on September 1, 2023)
• - CEO: Masatobin Naya
• - Capital: 100 million yen

For further inquiries, please visit the company’s website.