Ascend and Blue Ocean Okinawa Launch AI Call Analysis Project in Taketomi Town

Ascend and Blue Ocean Okinawa Collaborate on AI Call Analysis

In a groundbreaking initiative, Ascend Corporation, based in Shinjuku, Tokyo, has joined forces with Blue Ocean Okinawa, an IT consulting firm located in Naha, Okinawa. They have begun collecting data for AI-driven call analysis at the Taketomi Town Hall in Okinawa. This collaboration aims to leverage AI technology to enhance the quality of administrative services offered to the community.

Purpose and Background of the Initiative

The Digital Transformation (DX) Department at the Taketomi Town Hall recognizes the pressing need to gather objective evidence-based data to redefine their business processes fundamentally. The department aims to improve the quality of administrative services, understanding that as the volume of telephone interactions increases, the productivity of core business activities tends to decline. By utilizing AI to collect, classify, and analyze all incoming external calls to the town hall, this project aims to generate valuable data that can help shift staff focus from handling calls to engaging in higher value-added activities that improve the overall resident service.

Main Uses of the Collected Data

The analysis conducted on the collected call data will be utilized in three primary ways, significantly enhancing operational efficiency and the quality of services provided to residents:

1. Defining Requirements for Optimal IT Tools: The project will establish detailed specifications for the implementation of information transfer tools that replace traditional one-on-one phone communications with more efficient and effective alternatives.

2. Evidence for Organizational Optimization: By quantitatively measuring the workload associated with phone calls, the project aims to provide objective grounds for optimizing organizational structure and positioning staff more strategically within the department.

3. Planning Awareness Programs for the Digitally Disadvantaged: The project will analyze the inquiry trends of individuals who do not regularly utilize digital tools such as LINE and chat applications. This analysis will help in designing appropriate information delivery mechanisms and digital awareness plans specifically targeted at these digitally disadvantaged groups.

Project Duration

The collaborative project is slated to continue until late March of the 8th year of the Reiwa era, allowing sufficient time for data collection and analysis.