#Japan #Tokyo #BIZTEL #AItechnology #CustomerHarassment

BIZTEL's Innovative AI-Driven Solution for Customer Harassment

In the realm of customer service, the issue of customer harassment, often referred to as 'カスハラ' in Japan, has become increasingly significant. With the implementation of the Tokyo Customer Harassment Prevention Ordinance slated for April 2025, the spotlight on effective measures to combat this problem is intensifying. Recognizing this urgent need, BIZTEL, a leading cloud-based CTI and call center system developed by Link Corporation, has developed an advanced solution leveraging generative AI to identify instances of customer harassment from call recordings.

Link Corporation, headquartered in Tokyo, has been pioneering this space for over eight years, holding the first position in domestic market share as reported by Deloitte Tohmatsu Mic Research. The new solution uses a combination of voice recognition and AI technology to analyze call conversations. By categorizing interactions as either standard inquiries, complaints related to services, or instances of customer harassment, it provides businesses with a clear and objective assessment of the nature of calls handled by customer service representatives.

The Impact of Customer Harassment

According to a recent survey conducted by Link, over 70% of respondents reported experiencing customer harassment in telephone-related business operations. This statistic underscores the necessity of implementing robust harassment protection strategies, especially in environments like call centers that are in constant contact with customers. The concern is not merely anecdotal; it highlights a pressing issue where employees face undue stress from unreasonable demands or aggressive behaviors from clients.

Defining Customer Harassment

Link defines customer harassment as actions driven by unreasonable or excessive demands, verbal abuse, threats, or any form of misconduct that hampers an employee's ability to perform their job. To tackle this effectively, BIZTEL's AI-driven solution classifies harassment into several types, including:

• - Physical Attack: Threats of physical harm or intimidation.
• - Mental Attack: Insults, abusive language, threats, or derogatory remarks.
• - Discriminatory Remarks: Comments based on gender, age, nationality, or religion.
• - Excessive Demands: Requests that go beyond standard operational limits or prolonged engagement without justification.

How BIZTEL's Solution Works

By converting voice calls into text through advanced voice recognition technology, BIZTEL's AI can automatically assess the context and intent behind customer interactions. For example, it can identify whether a dispute arises from legitimate complaints or if it escalates into harassment. Besides classification, the system extracts and provides justifications for these determinations, facilitating easier analysis and reporting.

This automated process not only helps in recognizing problematic interactions but significantly enhances data analysis efficiency. The results can be seamlessly integrated into existing CRM systems, allowing organizations to streamline their response strategies and training programs based on actual data trends.

The Benefits of Implementation

Implementing this innovative solution can lead to various benefits, including an accurate understanding of harassment occurrences and identifying prevalent harassment types that demand immediate attention. By using these insights, organizations can tailor their training materials, refine response protocols, and enhance employee training programs based on empirical evidence.

BIZTEL's commitment to leveraging AI for comprehensive service enhancements resonates with its established reputation as a premier call center solution. Supported by its extensive market presence, BIZTEL aims not only to improve operational efficiency but also to uplift customer and employee satisfaction levels.

Looking Ahead

With the continuous development of AI capabilities, BIZTEL is poised to introduce more innovative features that enhance the user experience across various business settings. This proactive approach signifies a commitment to fostering a supportive environment for both employees and customers alike. BIZTEL encourages businesses to adopt these cutting-edge solutions as a proactive measure to combat customer harassment while also ensuring compliance with upcoming regulations and improving overall service standards.

To learn more about BIZTEL and its groundbreaking solutions, visit BIZTEL's website.

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