#Japan #Tokyo #Altius Link #Chikuta Delivery #Voicebot

Altius Link's Innovative Customer Service Solution

Altius Link, a prominent company based in Shibuya, Tokyo, has recently integrated a voicebot called "Virtual Agent Voice" into the customer center of Chikuta Delivery, located in Nerima, Tokyo. This collaboration has emerged as a significant step towards optimizing customer experience in the face of rapidly increasing inquiry volumes.

The Challenge: Overwhelming Inquiry Volume

With a staggering growth in inquiries, Chikuta Delivery's customer center reported a 200% increase year-on-year in the number of incoming calls. This rise in call volume was compounded by a chronic shortage of personnel, leading to overwhelming workloads for the staff. The company faced the challenge of maintaining high response rates while ensuring every customer inquiry was addressed promptly.

In response to these challenges, Chikuta Delivery sought to maintain an excellent service level during peak periods. They decided to implement the voicebot system, aiming to deliver better service to their customers by automating primary response inquiries.

Key Achievements and Features

Natural Interaction Through Voice Design

Altius Link focused on creating an intuitive and user-friendly voicebot experience. The team meticulously organized inquiries based on different types of direct mail, gradually introducing the system starting from more straightforward inquiry patterns. This phase-wise implementation allowed them to evaluate necessary questions and optimize voice prompts, reducing the unnaturalness typically associated with automated voices. As a result, the voicebot maintained an impressive completion rate of approximately 80%.

Workload Reduction Through Automation

The introduction of the voicebot for initial inquiry responses helped automate work equivalent to about 1.5 operators from the onset. This automation significantly alleviated the operational burden, enabling human operators to focus on more complex queries that require personalized attention.

Faster Response Times

By automating first responses, the average processing time for an inquiry decreased from 150 seconds to 120 seconds, achieving around a 20% reduction. This means even during busy periods, Chikuta Delivery could maintain stable response rates, thus enhancing customer convenience by reducing waiting times and providing smoother interactions.

In addition to exploring further enhancements to the voicebot’s quality, Altius Link aims to expand the customer base that can benefit from this service, catering to wider needs and preferences. They plan to continue leveraging advanced technology and human expertise to support business growth and increase corporate value for their clients.

A Commitment to Excellence

Altius Link is dedicated to creating value at the intersection of human interaction and digital technology. Their mission encompasses supporting all aspects of business activities, from the front office, which includes customer service, to back-office functions and IT services. Through collaborative efforts with various partners across Asia and North America, they contribute to enhancing operations and improving customer experiences through AI and digital solutions.

As a "Total CX² Design Company," Altius Link integrates customer experience improvements and corporate transformations, promoting long-term business growth for their clients. Their purpose—"to strengthen, beautify, and enrich connections"—drives them to enhance relationships among people, corporations, and society, contributing to sustainable development alongside their partner companies.

For more detailed insights and examples from Chikuta Delivery's implementation case, please read the full version of the report linked here: Chikuta Delivery Case Study.

Additional Information

Altius Link’s services extend globally in seven countries, continuously aiming to create new value in client business operations amidst evolving technology landscapes. With a capital of 100 million yen and a commitment to excellence, Altius Link is setting new standards in customer engagement and business process optimization.

Contact Information

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