MonotaRO Enhances Customer Support with AI Voicebot Commubo Implementation

In a significant move towards improving customer support, MonotaRO, a leading online store based in Osaka, Japan, has adopted the AI voicebot 'commubo' from Softfront Japan, a subsidiary of Softfront Holdings. This implementation is aimed at addressing the challenges posed by an expanding customer base and a shortage of human resources in their call center operations.

Background and Implementation Process

The customer support team at MonotaRO operates a sizable call center with around 200 seats. Due to rapid growth, they faced pressing issues associated with labor shortages. To tackle this, they sought to enhance operational automation and efficiency. The decision to integrate 'commubo' was based on its ability to minimize costs while maximizing functional benefits.

The initial proof of concept (PoC) involved automating an essential yet non-compulsory task: reminder calls to suppliers for delivery date confirmations. As the PoC progressed, MonotaRO leveraged the flexibility of 'commubo', which allows for easy adjustments to the conversation scripts, facilitating continuous improvements during the testing phase.

Results Achieved

The results from the PoC were promising, showing a nearly 50% reduction in response lead times for delivery confirmations, along with a 10% increase in response rates on the same day. These figures validate the effectiveness of automating the reminder calls, effectively removing the dependence on available human resources and allowing more streamlined approaches towards addressing delivery improvements.

Moving forward, MonotaRO plans to expand the operational scope of its automated customer support system to enable a 24/7 call center. Future initiatives include:

- Wider application of automated responses to other functions communicated with suppliers.
- Analysis of automated outcomes to evaluate how these can extend into customer interactions.
- Shifting focus from outbound calls to enhance inbound receptions through automation.
- Improving completion rates on voicebot interactions without the need for human intervention.
- Exploring integrations with generative AI tools to augment 'commubo's functionalities.

More details regarding 'commubo' and its applications can be found on MonotaRO’s website: commubo Use Case.

Softfront Japan remains committed to providing organizations with user-friendly voicebot services that yield immediate, measurable outcomes in call center management.

About MonotaRO

MonotaRO operates an extensive online store, serving the needs of various industries, with a catering inventory of over 26.37 million indirect materials, ranging from cutting tools to office supplies. The company is dedicated to enhancing productivity through their procurement network, striving for excellence in service delivery.

About Commubo

Commubo is a sophisticated AI voicebot designed to handle complex and ongoing dialogues. It incorporates features such as fast natural speech recognition, easy operation through web browsers, and integration capabilities with CTI/CRM systems. This ensures not only efficiency in call handling but also adaptability to various corporate structures and workflows.

With a successful history in the domain of call centers, 'commubo' contributes to efforts across different industries, addressing challenges from call overflow to order taking and appointment scheduling.

For more information about Softfront Japan, visit their site: Softfront Japan.