Keisei Bus Group Implements IVRy's AI Voice Solution to Enhance Customer Service Efficiency
In a significant shift towards leveraging technology in the public transport sector, Keisei Bus Group, comprising four companies under Keisei Electric Railway Bus Holdings, has adopted an interactive voice AI SaaS solution named IVRy. This move comes in response to the pressing challenges of labor shortages, recruitment difficulties, and rising costs that have long hindered the bus industry, especially in the Tokyo and Chiba regions.
With a vast operational network that includes regular line buses within Tokyo and Chiba, as well as express buses servicing Narita Airport, the Keisei Bus Group faces an overwhelming number of daily customer inquiries. These inquiries range from questions about delays and lost items to general operational status. Customers often call the first office discovered through web searches, leading to a significant burden on staff who must redirect them to the appropriate department. This scenario has created a pressing need to manage customer interactions efficiently while maintaining a high level of personalized service.
To tackle these challenges, the Keisei Bus Group initially piloted the IVRy solution at Keisei Bus Chiba West, yielding positive results that paved the way for the broader implementation across all four group companies. Additionally, a new information center set to launch in April 2026 will also utilize IVRy’s technology, further streamlining communication.
The introduction of IVRy establishes an efficient call handling system where all incoming calls to the headquarters and sales offices are initially responded to by IVRy. Depending on the nature of the inquiry, calls are then directed to the newly created information center or the relevant department or sales office.
The information center will utilize the IVRy AI Contact Center to centralize customer interactions across the group while simultaneously reducing the workload for onsite staff. This dual approach aims to optimize operational efficiency while ensuring flexibility in handling calls regardless of the location.
IVRy’s AI capabilities will differentiate specialized inquiries that need to be addressed at local sales offices from general queries that can be managed centrally. By streamlining this process, the group can achieve a more efficient and flexible call handling framework, improving overall customer service.
The AI will particularly focus on streamlining responses to the most frequent inquiries regarding lost items. Using advanced voice recognition technology, it can assess the context of calls related to lost items and automate the process of forwarding inquiries to nearby sales offices. Moreover, automated SMS notifications directing customers to the lost item guidance page can significantly reduce the need for human intervention, aiming for a 50-70% decrease in response time.
To enhance customer navigation through the system, IVRy's design includes a two-tiered IVR specifically catering to the unique characteristics of local and express buses. For common inquiries related to fares and operational statuses, customers receive automated SMS with verification links to self-solve their questions. For lost item queries, IVR will handle the initial recognition via AI voice response, and, for express bus reservations that necessitate booking, a branch out via push number options will simplify the process further.
Going forward, the collective call data across the bus group will be harnessed to standardize response quality and improve service. Detailed analysis of the accumulated customer feedback will not only enhance the accuracy of the FAQ but may eventually lead to service improvements based on real customer insights.
Keisei Electric Railway Bus Holdings emphasizes its commitment to providing safe and comfortable transportation for customers, specifically addressing the growing operational pressures due to staff shortages in a transforming society. The integration of IVRy aims to build a collaborative framework where AI technology enhances personalized customer interactions while allowing operational staff to concentrate on their core responsibilities of maintaining safety and efficiency.
IVRy's CEO, Akifumi Okunishi, expressed pride in partnering with such a significant player in Japan's bus network. He stressed that maintaining high-quality public transport systems requires a technology-driven transformation at the ground level. Through the implementation of IVRy, the goal is to build a robust public transport framework that can provide continuous, quality service every day of the year.
For more information, visit IVRy Corporate Page and learn more about IVRy, the interactive voice AI SaaS, at IVRy for Enterprises.
IVRy operates around the clock, enhancing business efficiency and customer experience by automating and standardizing response protocols. The technology is capable of transcribing and summarizing call content, generating automated FAQs, and facilitating seamless data integration with major CRM systems. With a growing presence in various industries and regions across Japan, IVRy continues to evolve as a vital resource for intelligent customer interaction management.
Background and Challenges
With a vast operational network that includes regular line buses within Tokyo and Chiba, as well as express buses servicing Narita Airport, the Keisei Bus Group faces an overwhelming number of daily customer inquiries. These inquiries range from questions about delays and lost items to general operational status. Customers often call the first office discovered through web searches, leading to a significant burden on staff who must redirect them to the appropriate department. This scenario has created a pressing need to manage customer interactions efficiently while maintaining a high level of personalized service.
To tackle these challenges, the Keisei Bus Group initially piloted the IVRy solution at Keisei Bus Chiba West, yielding positive results that paved the way for the broader implementation across all four group companies. Additionally, a new information center set to launch in April 2026 will also utilize IVRy’s technology, further streamlining communication.
Solutions and Benefits of Implementation
The introduction of IVRy establishes an efficient call handling system where all incoming calls to the headquarters and sales offices are initially responded to by IVRy. Depending on the nature of the inquiry, calls are then directed to the newly created information center or the relevant department or sales office.
The information center will utilize the IVRy AI Contact Center to centralize customer interactions across the group while simultaneously reducing the workload for onsite staff. This dual approach aims to optimize operational efficiency while ensuring flexibility in handling calls regardless of the location.
Hybrid Operations Between Sales Offices and Information Center
IVRy’s AI capabilities will differentiate specialized inquiries that need to be addressed at local sales offices from general queries that can be managed centrally. By streamlining this process, the group can achieve a more efficient and flexible call handling framework, improving overall customer service.
Automation and Efficiency for Lost Item Inquiries
The AI will particularly focus on streamlining responses to the most frequent inquiries regarding lost items. Using advanced voice recognition technology, it can assess the context of calls related to lost items and automate the process of forwarding inquiries to nearby sales offices. Moreover, automated SMS notifications directing customers to the lost item guidance page can significantly reduce the need for human intervention, aiming for a 50-70% decrease in response time.
Optimized IVR Design for Bus Route Characteristics
To enhance customer navigation through the system, IVRy's design includes a two-tiered IVR specifically catering to the unique characteristics of local and express buses. For common inquiries related to fares and operational statuses, customers receive automated SMS with verification links to self-solve their questions. For lost item queries, IVR will handle the initial recognition via AI voice response, and, for express bus reservations that necessitate booking, a branch out via push number options will simplify the process further.
Future Development Plans
Going forward, the collective call data across the bus group will be harnessed to standardize response quality and improve service. Detailed analysis of the accumulated customer feedback will not only enhance the accuracy of the FAQ but may eventually lead to service improvements based on real customer insights.
Comments from Leadership
Keisei Electric Railway Bus Holdings emphasizes its commitment to providing safe and comfortable transportation for customers, specifically addressing the growing operational pressures due to staff shortages in a transforming society. The integration of IVRy aims to build a collaborative framework where AI technology enhances personalized customer interactions while allowing operational staff to concentrate on their core responsibilities of maintaining safety and efficiency.
IVRy's CEO, Akifumi Okunishi, expressed pride in partnering with such a significant player in Japan's bus network. He stressed that maintaining high-quality public transport systems requires a technology-driven transformation at the ground level. Through the implementation of IVRy, the goal is to build a robust public transport framework that can provide continuous, quality service every day of the year.
For more information, visit IVRy Corporate Page and learn more about IVRy, the interactive voice AI SaaS, at IVRy for Enterprises.
About IVRy
IVRy operates around the clock, enhancing business efficiency and customer experience by automating and standardizing response protocols. The technology is capable of transcribing and summarizing call content, generating automated FAQs, and facilitating seamless data integration with major CRM systems. With a growing presence in various industries and regions across Japan, IVRy continues to evolve as a vital resource for intelligent customer interaction management.
About IVRy Inc.
- - Company Name: IVRy Inc.
- - CEO: Akifumi Okunishi
- - Founded: March 2019
- - Location: 10F, Sumitomo Realty & Development, Mita Garden Tower, 3-5-19 Mita, Minato-ku, Tokyo 108-0073
- - Contact: 050-3204-4610
- - Website: IVRy Company
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