#Japan #Osaka #JR West #MOBILUS #MOBI AGENT

JR West Enhances Customer Service with Multilingual Solutions

JR West (West Japan Railway Company), headquartered in Osaka, has recently implemented an advanced contact center solution in collaboration with Mobilus, a leading CX (Customer Experience) solutions provider. This strategic partnership focuses on improving customer service efficiency for their inbound services, specifically handling lost-and-found inquiries and facilitating QR code reservations via the WEST QR service.

Mobilus has introduced its chat systems, namely 'MOBI AGENT' for human chat support and 'MOBI BOT' for automated inquiries. This initiative is particularly crucial as the demand for inbound tourism services is set to surge for events like the Osaka Expo 2025. The chatbot and human chat system now allows customers to inquire about lost items and QR bookings in three languages: English, Chinese (both traditional and simplified), and Korean.

Background of Implementation

In 2024, Japan anticipates welcoming approximately 36.87 million foreign visitors, surpassing pre-pandemic levels from 2019. With this expected influx, JR West has faced a rise in inquiries from international travelers regarding lost items. Previously, these inquiries were managed through time-consuming phone calls requiring an interpreter. In addition, the increasing adoption of the 'WEST QR' service—allowing foreigners to pass through ticket gates using QR codes—mandated the need for efficient multilingual support.

Given the anticipated rise in tourism for upcoming events in the Kansai region, such as the Osaka Expo and integrated resort developments, there arose an urgent need for a more efficient and responsive contact center model. However, challenges such as labor shortages and rising human resource costs imposed difficulties on hiring and training multilingual staff. Recognizing these challenges, JR West evaluated Mobilus's solutions that facilitate smooth communication without necessitating foreign language skills from operators.

Details of Implementation

The deployment of Mobilus's solutions began with a focus on enhancing the customer experience for handling lost items along with queries related to the WEST QR service. Mobilus provided a comprehensive support framework to ensure effective product operation tailored to the client's environment. This included the 'Installation Support Plan' to assist in setup and testing, along with 'Peace of Mind Support' for queries related to operational settings.

The multilingual chatbot can be accessed via JR West's global website. During operational hours—9 AM to 8 PM for lost items, and 8 AM to 10 PM for WEST QR—travelers can communicate in their preferred language. The system is designed to quickly match user inputs regarding lost items with the company's database, ensuring efficient resolutions.

Outcomes After Implementation

The implementation has yielded impressive results. The automatic translation feature within the human chat framework has enabled JR West to introduce new inquiry windows for both lost-and-found services and QR ticket reservations without increasing staff numbers. Compared to previous phone call durations averaging around 25 minutes, the new chatbot and human chat interactions have reduced this time by approximately 24%, bringing it down to about 19 minutes. This shift not only streamlines operations but also enhances the speed of item recovery.

Moreover, the customer satisfaction ratings have improved significantly. For instance, a user satisfaction survey revealed that 80% of users rated their experiences with the service as excellent (4 or 5 out of 5). The ease of use and effective resolution of inquiries has led to a decrease in the abandonment rate to just 1% during the chatbot interactions. Notably, Mobilus's customer success team has empowered JR West personnel to create scenarios tailored to enhance chatbot effectiveness further, which increased their daily inquiries from around 30 to close to 100.

Future Prospects

Given the expected growth in inbound travel, JR West plans to further refine the chatbot's capabilities for search and inquiry responses. The commitment to continuous improvement in customer service remains a top priority. They aim to achieve a 100% resolution rate by re-examining the chatbot's question categories and scenarios based on data analysis, ensuring a balance between operational load and response speed improvement.

As JR West prepares for the anticipated increase in foreign visitors, maintaining a top-notch contact center with tailored services will be vital. Through initiatives with Mobilus, JR West aims to enhance communication efficiency, thereby improving overall customer experience with dedicated focus on leveraging cutting-edge technology in customer inquiry operations.

More About Mobilus

Mobilus aims to improve client-customer interactions by identifying stumbling blocks in the CX landscape and implementing technological solutions tailored to each business's needs. They offer a range of services through their 'Mobi Series', focusing on enhancing customer communications and operations through advanced technology integration. More information is available on their website: Mobilus.