Japan Sea Gas Adopts AI Voice Bot 'commubo' for Efficient Customer Service Operations

Efficient Automation in Customer Service

In a significant move to modernize its customer service, Japan Sea Gas has successfully adopted the AI voice bot, commubo, developed by SoftFront Japan. This implementation marks a key step in addressing ongoing operational challenges while leveraging the latest in cloud technology.

Background of the Implementation

Japan Sea Gas has been working diligently to achieve its goals set out in the NEXT Vision for 2030. To enhance efficiency within its call center operations, the company recently transitioned from a traditional on-premise PBX system to a cloud-based CTI solution named BIZTEL. This change aims to reduce costs and operational burdens during equipment upgrades as well as to bolster BCP measures and embrace diverse working styles.

After implementing BIZTEL, Japan Sea Gas began using an IVR system for directing callers to the appropriate human agents. However, to further support customer self-resolution and lessen the workload on operators, the company sought automation through cloud tools. Given the high volume of routine tasks, this eventually led to the decision to introduce the commubo voice bot.

Selection Criteria for 'commubo'

To meet the ambitious targets outlined in their mid-term management plan by the next three years, Japan Sea Gas prioritized a swift implementation process. They evaluated proposals from multiple vendors and found commubo particularly appealing due to several factors:

- Integration with BIZTEL: Seamless compatibility with their existing CTI system was a prerequisite for selection.
- Customization Capabilities: The ability to self-develop and tailor scenarios to better suit their operations was crucial.
- Cost Efficiency: A balance of performance and affordability stood as a key selection criterion.
- Expedited Deployment: A short lead time for implementation was a decisive factor.
- Robust Support: Comprehensive post-installation support enhances overall user experience.
- High Recognition Accuracy: Strong voice recognition performance is essential for effective communication.

Impact of Implementation

With the implementation of 'commubo', Japan Sea Gas has streamlined operations, particularly focusing on gas activation services within customer service. This move allowed them to start small and gradually assess the benefits. Collaborating closely with their DX Promotion Group, they adjusted the scenarios to ensure both smooth automation and alignment with on-the-ground procedures.

The new voice bot, combined with an RPA for task automation, has simplified processes significantly. This enables operators to focus on core responsibilities, such as double-checking incoming information and addressing customers needing additional assistance. The system has successfully maintained response rates despite a decrease in available operator seats.

As a result of these improvements, employees can redirect their efforts towards managing more complex inquiries and irregular tasks. Considering the focus on customer engagement outlined in their mid-term management plan, Japan Sea Gas recognizes the necessity of further automation for repetitive tasks. This shift will allow operators to attend to customer interactions more effectively moving forward.

Future Prospects

Japan Sea Gas envisions a future where interactions between the call center and customers continue to grow, emphasizing the need for automation in routine inquiries. With commubo, which boasts over 400 implementations and an impressive contract renewal rate of 98.1%, the commitment to enhance the efficiency of contact centers is evident.

For more detailed information about the effective use of commubo, visit commubo's website.

About Japan Sea Gas

Established in 1942, Japan Sea Gas has been at the forefront of providing eco-friendly natural gas and resilient LP gas services. The company is dedicated to supporting the lifestyle and industry of the local communities in Toyama and Ishikawa through its commitment to sustainable energy solutions and comprehensive infrastructure development.

About commubo

commubo is an AI-powered voice bot that specializes in handling complex conversations, designed to be user-friendly and adaptable to different customer service scenarios. With its integration capabilities and flexibility, commubo aims to revolutionize communication in call centers across various industries.