#Japan #AI Solutions #Osaka #IVRy #Chibo

Chibo's Innovative Integration of AI for Enhanced Customer Service

Chibo, a prominent chain specializing in okonomiyaki and teppanyaki dishes, has taken a significant leap into the future of dining through innovative technology integration. The company, operating both domestic and international locations, has recently adopted the conversational voice AI SaaS, AiBuri, and the AI fax service, IVRy AI FAX. This strategic move aims to improve operational efficiency and redefine the customer service experience.

Background: Challenges in the Restaurant Industry

Chibo's decision to integrate these AI technologies arose from challenges faced in their daily operations, notably exacerbated by a growing labor shortage in the hospitality sector. With approximately 60 branches in Japan and a presence overseas, the company has recognized the urgent need to address the increasing volume of inquiries received during peak hours.

1. Impact on Customer Service during Busy Times: High demand times, including same-day reservations and inquiries from travel agencies, often overwhelm staff, making it difficult for them to focus on serving customers present in the restaurant.
2. Training Costs for Foreign Staff: With around 50% of workers being foreign nationals, training costs for instructing staff on handling calls in Japanese have surged, especially for inexperienced employees.
3. Risks of Delayed FAX Responses: Many inquiries, primarily from travel agencies, relied on traditional fax communications. This dependence on paper often resulted in missed opportunities due to delays when responsible personnel were unavailable.

Given these challenges, it became apparent that transitioning phone and fax operations to a digital format was essential for empowering staff to concentrate on in-person customer interactions.

Implementation: A Step Towards Automation

The adoption of AiBuri has dramatically reduced staff burdens while enhancing customer experiences. Since the integration, about 80% of phone responses have been automated, providing a remarkable shift in operational dynamics.

• - Automation of Phone Responses and 24/7 Reservations: Especially beneficial for stores with high levels of same-day bookings, predefined inquiries and reservation confirmations are handled automatically, facilitating around-the-clock reservation acceptance, even beyond business hours. Furthermore, the percentage of web-based reservations has noticeably increased.
• - Improved Customer Service Quality: The time staff once spent answering calls can now be redirected towards staff training and improving face-to-face interactions, thus boosting productivity. Supervisors can now spend more time in the kitchen, focusing on food service rather than administrative tasks.
• - Elimination of FAX Mistakes: The introduction of IVRy AI FAX has completely zeroed out errors in FAX correspondence. With all FAX submissions digitized, managers are now able to quickly verify information, reducing the chances of missed responses, further diminishing phone inquiries.

Future Outlook

Chibo intends to leverage the success of this AI integration by rolling out the system across all its locations. The organization is preparing for its upcoming expansion, particularly in light of the Osaka-Kansai Expo, where they anticipate a surge in customer interactions. Their strategic aim is to utilize the efficiency gained through AiBuri to enhance employee training and further develop service structures while fostering long-term relationships with customers.

In the words of Chibo's Sales Division officer, Mr. Isigaki, "With AiBuri, staff can focus on serving customers without the constant interruption of answering phones, leading to a significant reduction in the burden during peak times. The automatic SMS of reservation forms has not only enabled 24-hour bookings but also increased the adoption of web reservations among older customers who are becoming more comfortable with technology due to the Expo. This newfound time will allow for deeper investments in staff training and quality of service."

Moreover, IVRy’s CEO, Mr. Okunishi, proudly comments on how AiBuri serves the dual purpose of enhancing operational ease while ensuring customer satisfaction, defining it as instrumental in resolving the labor and communication challenges faced by many within the restaurant industry.

As Chibo continues to innovate, it stands as a testament to how technology can effectively address traditional industry pain points while paving the way for improved customer engagement and satisfaction.

For more information on AiBuri and the positive impacts it is having in the hospitality sector, you can visit IVRy.