#Japan #Tokyo #Zenrin #MOBI VOICE #AI voice bot

Enhancing Address Recognition with AI: Mobius and ZENRIN

Mobius Inc., based in Shinagawa, Tokyo, has announced a collaboration with ZENRIN Datacom Co., Ltd. to integrate its AI voice bot, 'MOBI VOICE', with the 'ZENRIN Maps API'. This partnership aims to enhance the accuracy of address recognition in voice calls, providing a significant upgrade for contact center operations. The integration introduces the new feature called ‘ZENRIN Address Database Integration Option’.

Improved Communication Accuracy

With this collaboration, the voice bot can now identify accurate address candidates from incoming calls, including postal codes, street numbers, and even building names. This capability addresses difficulties with place names that have unique pronunciations and homonyms, thereby improving recognition accuracy in various contexts. As a result, discrepancies during user confirmations and repetitions are greatly reduced, negating additional verification steps by human operators after calls and consequently minimizing the workload involved in subsequent processing.

The ability to accurately communicate with users is crucial, especially as traditional methods of contact such as telephone calls still see significant use among senior citizens, with around 40% utilizing phone inquiries according to the '2024 Inquiry Contact Center Survey'.

Addressing Industry Challenges

As the demand for efficient contact center services continues to rise, many centers face challenges such as high employee turnover and recruitment difficulties. Thus, there is a pressing need for solutions that can enhance operational efficiency while simultaneously improving customer experience (CX). AI voice bots have emerged as a viable solution, supplementing human operators by handling inquiries during peak hours and after hours, which leads to reduced wait times and increased availability.

By automating simple inquiries, voice bots allow human agents to focus on more complex issues, which not only improves the average handling time but also leads to enhanced service quality. Users benefit with shorter wait periods and swift responses, further elevating satisfaction levels.

However, earlier voice bots struggled with complex names and unique geographical terms. Instances where the bot might mispronounce names such as '青島' (Aoshima) as 'チンタオ' were common and detrimental, causing frustration and potential miscommunication with users. Such issues typically necessitated manual follow-up checks by operators, further straining their workload.

To address these challenges, Mobius decided to leverage the 'ZENRIN Maps API' to develop a voice bot capable of precise address recognition, thereby enhancing both user experience and operational efficiency.

Integration Details

The integration of 'MOBI VOICE' and the ZENRIN Maps API equips the voice bot with a comprehensive database of detailed address information from across Japan, including correct pronunciations for local place names. This collaboration allows the bot to better serve users by accurately identifying address information during calls. The operational efficiency produced by this collaboration means that operators can focus on higher-value tasks.

The newly introduced ZENRIN Address Database Integration Option streamlines the process by allowing the bot to extract pertinent address data directly from numeric inputs like postal codes. This is particularly helpful when addressing unique or difficult-to-pronounce localities, facilitating smooth communication devoid of interruptions.

Moreover, the collaboration alleviates workloads for human operators, removing the need for them to verify and correct information post-call, which optimizes processing time and operational efficiency.

Moving forward, Mobius is committed to enhancing the functionality of 'MOBI VOICE' through the continuous integration of AI technologies and collaborations with external services, aiming for further advancements in contact center efficiency and customer experience.

About 'MOBI VOICE'

'MOBI VOICE' is designed to automate telephone inquiries using AI technology, enabling 24/7 operations that augment customer experience. The service not only boosts response rates in busy settings but also integrates with AI like 'MooA' to help summarize interactions for customer relationship management systems (CRM), leading to reduced post-call processing times.

As customer experience continues to evolve, innovations like the integration of 'ZENRIN Maps API' into 'MOBI VOICE' showcase how technology can significantly enhance communication and operational efficiency in contact centers.

Conclusion

In conclusion, this strategic collaboration marks an important development in how AI can facilitate better user interactions in contact centers. With the integration of ZENRIN's mapping technology, Mobius is poised to redefine the standards of customer service in the industry. As they continue to innovate, one thing remains clear: the future of customer interaction is rapidly evolving, and Mobius is at the forefront of this transformation.