#Japan #Nagano #IVRy #Alpico Kotsu #Aivly

Introduction

Alpico Kotsu Co., Ltd., known for its significant role in the public transport and tourism sector in Nagano Prefecture, has successfully implemented a conversational voice AI SaaS called 'Aivly' to improve its operations. The company faced challenges with an overwhelming volume of inquiries from both local residents and tourists, which hindered its operational management tasks crucial for maintaining public infrastructure. By adopting Aivly, the firm aims to automate around 80% of these incoming calls, thereby alleviating the burden on its employees. In addition, the AI-powered dashboard allows for a clearer understanding of inquiry trends, which enhances follow-up communications and staff allocation.

Challenges Faced Before Aivly

Prior to the implementation of Aivly, the Nagano office of Alpico Kotsu dealt with constant phone calls amidst a chronic labor shortage. This situation made it exceedingly difficult for the team to respond effectively, especially to the three most common inquiries: timetable information, fare details, and lost property. Erratic communication from bus personnel added to the strain, increasing the possibility of missing urgent calls. This ongoing issue was detrimental to the operational management environment, placing significant stress on the staff.

Effects of Aivly's Implementation

The integration of Aivly led to several notable improvements:

• - Reduction in Call Volumes: By utilizing the AI technology to handle the frequently asked questions—timetable, fare, and lost property—Alpico Kotsu managed to significantly reduce the number of inquiries handled by humans by approximately 80%. This automation helped eliminate the incessant ringing of phones, allowing the operational managers to focus on their primary tasks.

• - AI Dashboard Features: The integration of audio recording and transcription along with the 'AI Analysis Dashboard' illuminated inquiry volumes and categories, enabling managers to conduct trend analyses. This feature aids in optimizing follow-up handling and staff allocation, empowering managers with an efficient grasp of overall inquiry statuses.

• - Streamlined Lost Property Process: The prior cumbersome process of handling lost property information has been notably improved. Customers can now voice their lost property details (such as the route and time), leading to swift communication between offices through the AI-generated transcriptions. This efficiency boost has ensured that clients are not left waiting unnecessarily, drastically reducing the response time involved in lost property inquiries.

Future Aspirations

Looking ahead, Alpico Kotsu is committed to further addressing staffing challenges and enhancing operational efficiency through diligent application of digital transformation (DX) strategies. The Aivly system is set to play a crucial role in strengthening their operational management while also balancing the dual goals of efficiency improvement and enhanced customer experiences in the public transport infrastructure.

Statements from Key Personnel

Makoto Uematsu, Branch Manager at Alpico Kotsu, expressed:

"Thanks to the introduction of Aivly, we've achieved a significant reduction in phone inquiries, with around 80% of them now automated. The AI Analysis Dashboard has been instrumental in visualizing customer inquiries. By leveraging this data, we've effectively managed resources, lessening the mental strain on our front-line staff and allowing them to concentrate on maintaining safe transport services. Moreover, the handling of lost property has improved remarkably, directly benefiting our customers by facilitating a quicker response process. As a public transport provider, we aim to enhance user convenience while simultaneously improving operational processes through ongoing digital innovation."

Ryoga Okunishi, CEO of IVRy, added:

"We are honored to see Aivly implemented at Alpico Kotsu, which plays a pivotal role in supporting local public transport. The contribution of AI in enhancing operational efficiency and service quality within such critical sectors is significant not only for IVRy but also for society as a whole. Moving forward, we aim to be a partner in driving digital transformation across various sectors, including healthcare and finance, pursuing a safer and more sustainable society."

Conclusion

Aivly stands to transform how Alpico Kotsu manages operational tasks and responds to customer inquiries, ushering in a new era of efficiency and service quality in the transportation sector. By utilizing cutting-edge AI technology, Alpico Kotsu is poised to make substantial contributions toward improving both its internal processes and customer satisfaction.

Further Information

For more information about 'Aivly' and its features, visit: IVRy