#Japan #Tokyo #Altius Link #ELYZA #LLM App

Altius Link and ELYZA: Pioneering AI Solutions for Contact Centers

In an era where customer service efficiency is paramount, Altius Link, in partnership with ELYZA, has taken a significant leap forward. The two companies have developed a state-of-the-art application leveraging generative AI technology, specifically designed for contact centers to enhance data utilization and streamline operations. Scheduled for release as a standard feature of the "Altius ONE for Support" service on May 22, 2025, this cutting-edge tool is set to reshape the landscape of customer interaction management.

The new application is not just another addition to the growing suite of LLM (Large Language Model) tools; it's a specialized solution for parsing and categorizing customer inquiries effectively. Drawing from a wealth of data accumulated through monthly interactions at KDDI's customer center, which handles approximately two million queries, this app is grounded in real-world applications and refined through extensive testing.

As companies accumulate vast amounts of data daily, the challenge of transforming raw customer interaction history into actionable insights cannot be understated. Traditional methods require substantial effort in preprocessing and analyzing data, which often leads to inefficiencies and missed opportunities. The Contact Reason Classification LLM App addresses this issue by automating the data preprocessing stage, significantly reducing the manual workload and enhancing accuracy.

The app takes voice-recognition-processed transcripts of customer interactions and converts them into structured data points, including:

• - Confirmation of identity
• - Relevant products
• - Inquiry content
• - Responses provided
• - Reasons for the contact

Once the data is structured, the app categorizes similar contact reasons for easier analysis. In preliminary trials at KDDI’s customer center, the app exhibited impressive classification accuracy, affirming its potential value in real business scenarios.

With deep insights drawn from the data organized by the app, Altius Link aims to bolster strategies that prioritize customer engagement in high-importance categories. The benefits of this targeted approach are manifold, including optimizing FAQs, refining automated voice response (IVR) systems, enhancing chatbots, and revisiting operator training scripts, ultimately leading to an improved customer experience (CX).

Beyond improving customer service responsiveness, the analytical capabilities of the classification app can extend to marketing strategies, aiding companies in making agile business decisions that contribute to overall business transformation (BX).

ELYZA, however, is not stopping at this launch. The company has pledged to continue developing AI-driven applications for enhancing operational efficiency within contact centers, with plans to release additional solutions in the near future.

As feedback from customer enterprises flows in, both companies are committed to refining the LLM App. This ongoing development process will not only enhance the quality of contact center operations offered by Altius Link but also foster value creation that strengthens their competitive edge in the industry.

As the demand for sophisticated customer service solutions continues to grow, innovations like the Contact Reason Classification LLM App represent a critical turning point. This partnership between Altius Link and ELYZA showcases a forward-thinking approach that promises considerable benefits for businesses navigating the complexities of modern customer relations, driving substantial enhancements in service quality and operational effectiveness.