#Japan #Tokyo #Hmcomm #Terry2 #Works ID

Strategic Partnership for AI Innovation

Works ID, a prominent company based in Shibuya, Tokyo, has recently entered into a dealership agreement with Hmcomm, a leading provider of AI voice dialogue solutions, to promote their cutting-edge product, Terry2. This collaboration aims to tackle the increasing challenges faced by customer service sectors, particularly in light of the labor shortages and the rising complexity of inquiry handling.

Industry Context

The landscape for customer service is undergoing rapid transformation. Historically, conventional systems such as IVR (Interactive Voice Response) have struggled to provide satisfactory answers due to their rigidity and inability to grasp nuanced contexts. This inadequacy has often led to decreased customer satisfaction levels. Conversely, the recent upsurge of artificial intelligence offers a fresh perspective, ushering in a new era where businesses can enhance their customer engagement experiences.

In an effort to address these issues head-on, Works ID has focused on supporting the digital transformation (DX) efforts of businesses. By establishing a synergy between human resources and technology, the company aims to create high-value outcomes through AI transformation (AX). The introduction of Terry2 marks a significant stride in optimizing customer interaction workflows, enabling businesses to automate standard processes so that human staff can concentrate on more creative and substantive tasks.

Unveiling Terry2: The Next-Gen AI Agent

Terry2 is an innovative conversational AI agent powered by generative AI technology, enabling natural dialogues that closely mimic human interactions. Unlike traditional voicebots that provide scripted responses, Terry2 excels in engaging in real-time conversations that adapt based on context. Some of its key features include:

1. Natural Responses: Through generative AI, Terry2 can understand context and respond flexibly, even to queries that fall outside predefined scripts.
2. Operational Automation: This AI solution can take on tasks such as managing inbound and outbound calls, addressing FAQs, and handling follow-ups or appointment confirmations.
3. Quick Deployment and Integration: Terry2 can easily connect with existing CRM systems and chat platforms, allowing for rapid implementation and operational readiness.

Terry2 has showcased its potential across various sectors, including finance, retail, and public services, proving effective in improving operational efficiency and enhancing customer experience (CX).

Vision for the Future

As both companies engage in this collaboration, the goal extends beyond mere automation of call center operations. Works ID aims to leverage amassed voice data as a valuable corporate asset, enhancing decision-making through a data-driven approach.

Future developments include integrating Terry2 with Works ID’s data science expertise, RPA, and no-code tools to facilitate seamless end-to-end automation of business processes, from customer reception to administrative functions. Furthermore, envisioning a next-generation contact center that optimally delegates roles between AI and human operators, the aim is to significantly boost labor productivity while allowing employees to focus on creative and strategic tasks.

Leadership Perspectives

Koji Sanbon, CEO of Hmcomm

"We are thrilled to establish a dealership contract with Works ID for the promotion of Terry2. Works ID has earned a reputation for executing advanced technologies in society and assisting numerous companies with their digital transformations. Our AI agent, Terry2, revolutionizes customer interactions through its ability to engage in natural conversations. Through this partnership, we hope to empower more companies to harness AI for efficiency while enhancing customer experiences."

Ryuichi Ikebe, President of Works ID

"Signing the dealership agreement with Hmcomm for Terry2 is a significant milestone for us. We intend to leverage our extensive customer network and hands-on approach in the field to promote Terry2 vigorously. Our commitment to supporting AX (AI transformation) goes beyond cost-efficiency; we are determined to architect a new model for call centers that fosters collaboration between AI and people, ultimately contributing to corporate restructuring and elevating customer experience."

Company Overviews

Hmcomm, Inc.

• - CEO: Koji Sanbon
• - Founded: July 24, 2012
• - Location: 2-11-1 Shiba Daimon, Minato-ku, Tokyo
• - Website: hmcom.co.jp
• - Focus: Research and development of AI voice processing technologies and related solutions.

Works ID, Inc.

• - CEO: Ryuichi Ikebe
• - Founded: July 19, 1999
• - Location: 2-15-1 Shibuya, Shibuya-ku, Tokyo, 23F Shibuya Cross Tower
• - Website: worksid.co.jp
• - Focus: Enhancing workforce engagement through digital technologies, facilitating effective use of data-driven management resources and productivity improvements.

For more information, please contact the Public Relations at Works ID at [email protected] or call 03-6418-0800.