#Japan #Tokyo #AI Voice #Panasonic #IVRy

Panasonic's Innovative AI Adoption in Customer Service

Introduction

Panasonic Corporation has recently integrated a revolutionary AI conversational voice SaaS called 'IVRy' into its customer service center. This strategic move aims to streamline the handling of a staggering 7,000 monthly customer phone inquiries, across a diverse array of products including TVs, air conditioners, and kitchen appliances.

Background Challenges

In Panasonic’s customer service center, the complexity of product categories posed a significant challenge for both customers and operators. Customers often found it difficult to identify the appropriate product inquiry department, leading to misdirected calls, commonly referred to as 'customer redirection'. Such issues can exacerbate response costs and inevitably increase customer dissatisfaction—issues that pose serious risks to the longstanding value of the Panasonic brand. To address this, Panasonic decided to implement a phased deployment of IVRy, starting with mobile callers and gradually expanding its service.

Goals and Solutions

The primary objective of integrating IVRy was to leverage AI technology to preemptively prevent 'customer redirection', while also enhancing customer satisfaction through high return on investment (ROI).

AI Precision in Customer Queries

IVRy's AI capabilities provide high-accuracy recognition of complex product names and inquiries during natural conversations. This technology enables customers to be automatically directed to the correct specialist department, significantly reducing instances of improper call redirects that could lead to dissatisfaction.

Essential Functionalities Built-in

The implementation of IVRy also includes critical standard features such as 'text-based call content verification' and an in-depth analysis dashboard, known as IVRy Analytics. This integrated functionality eliminated the need for additional development, facilitating a rapid deployment process—a decisive reason for choosing IVRy.

Cost-Effectiveness

Despite being equipped with features that meet the high standards typically expected from large-scale call centers, IVRy has optimized both introduction and operational costs, achieving substantial ROI.

Implementation Outcomes

Post-implementation, the AI operator can listen to customer interactions, with their words being transcribed in real time. The management dashboard thus allows administrators to analyze inquiry trends instantaneously. This transparency not only helps in preventing customer complaints and issues but also enhances the overall experience, contributing positively to the brand's value.

Future Prospects

Looking ahead, Panasonic intends to utilize the accumulated voice and text data for further product improvements and a feedback loop for marketing. This strategy aims to enhance the overall customer experience (CX), moving beyond mere automation of phone responses.

Statements from Company Leaders

Yoshikata Takemoto, Head of Customer Support at Panasonic Consumer Marketing Japan:
"As a company dedicated to contributing to society through our products and services, we have faced challenges in ensuring that customers can identify the correct inquiry department amidst our diverse offerings. The integration of IVRy ensures that customer needs are accurately understood and directed to the appropriate channels, reinforcing our mission to enrich customer lives."

Ryo Kaonishi, CEO of IVRy:
"It is an honor for us to have a global brand like Panasonic adopt IVRy. This project extends beyond simple phone automation; it represents a significant challenge to enhance customer experiences at large service centers through precise AI recognition. We strive to build a robust infrastructure that ensures seamless experiences and strengthens the bond of trust between customers and companies."

Conclusion

With its innovative AI solutions, IVRy is set to revolutionize the customer service landscape not only for Panasonic but also for businesses across various sectors. By transforming unstructured data into strategic economic assets, they are poised to set benchmarks in operational efficiency and customer satisfaction.

For further details, visit their corporate page: IVRy Corporate Page and learn more about IVRy here: IVRyAI Solutions.