#Japan #Tokyo #Voice AI #Recho #Eclect

Recho and Eclect: A Strategic Partnership in Voice AI

In a groundbreaking announcement, Recho, a company specializing in the development of the Recho Voice AI Platform, has officially entered into a partnership with Eclect, a leading CX solution company situated in Setagaya, Tokyo. Together, they aim to innovate voice-related AI solutions for businesses navigating today's complex customer experience (CX) challenges.

The Transforming Contact Center Landscape

As businesses increasingly rely on diverse digital channels, phone interactions remain vital for managing complex inquiries. Whether addressing urgent issues or navigating emotionally charged conversations, voice remains an effective medium for communication. The contact center market in Japan, worth over 1.5 trillion yen, illustrates this significance. However, around 70-80% of operational costs stem from personnel expenses, making the sector highly labor-intensive.

With a declining workforce and growing difficulties in recruitment, the pressure is mounting on contact centers to deliver faster and higher-quality service. Customers now expect immediate, empathetic support, which places additional strain on existing systems.

In this context, the emergence of new technologies such as generative AI—specifically Voice AI Agents—promises to address dual challenges: alleviating personnel shortages and enhancing customer experience. These AI-driven solutions are designed to respond autonomously, ensuring 24/7 customer support that rivals human agents in quality. This technology can also autonomously summarize calls and automatically input data into CRM systems, allowing human operators to focus on higher-value, creative tasks.

Barriers to Voice AI Implementation

Despite the optimistic outlook for Voice AI Agents, several significant barriers to adoption remain including:

Technological Challenges

• - Implementing industry-specific conversational patterns
• - Managing the complexity of Japanese expressions and nuances
• - Achieving operational-grade voice quality for effective task execution

Integration and System Challenges

• - Complex integration with existing systems like CRM, CTI, and PBX
• - Ensuring stable operations while meeting security requirements
• - Navigating the process of adopting and embedding these technologies into day-to-day operations

For many organizations, tackling these technical hurdles in isolation proves to be a complex challenge, hindering the widespread adoption of Voice AI Agents.

The Value of Collaboration

The partnership between Recho and Eclect aims to bridge these gaps effectively, facilitating the realization of Voice AI Agents in practical business settings.

Customized Voice AI Agent Development

By leveraging Recho's advanced Voice AI Platform, businesses can develop Voice AI Agents tailored to their specific workflows and interaction styles. This customization ensures that the unique dialogue standards of each organization are maintained while achieving automation through voice technology.

Seamless Integration with Existing Systems

Backed by Eclect's extensive integration experiences with various customer support platforms, including Zendesk, the partnership will ensure effective implementation of Voice AI solutions without disrupting ongoing operations. This phased approach will foster an environment conducive to gradual automation.

Comprehensive Support from Implementation to Operation

Recho and Eclect are committed to not only the technical deployment of Voice AI Agents but also to helping businesses design optimal usage methodologies, track performance metrics, and implement continuous improvement strategies. This way, they transition the technology from being just an intriguing concept to a fully functional tool.

Looking Forward

Currently engaged in multiple projects, the two companies plan to expand their offering of CX solutions beyond Voice AI Agents, leveraging Eclect's impressive client base of over 750 companies. Their goal is to gradually broaden the operative range of Voice AI Agents, ultimately delivering an integrated CX solution that optimally combines system foundations, AI agents, and human operations.

With the proliferation of Voice AI Agents, the role of human operators will undergo transformation. As these agents take over repetitive tasks, human employees will transition into roles focused on overseeing AI performance, enhancing dialogue quality, and managing complex issues. This shift enables organizations to harmoniously blend efficiency with customer satisfaction in their service delivery.

Furthermore, Recho aspires to leverage this partnership to rapidly enhance the societal implementation of Voice AI technologies, expanding a partner ecosystem based on shared success stories with Eclect. The aim is to deliver the value of Voice AI Agents to a wider array of businesses.

Statements from Company Leaders

Tsujimoto Masahiro, CEO of Eclect

"Drawing from our substantial experience in the CX field, I firmly believe that Recho’s Voice AI technology will revolutionize customer experience in Japan. By merging our implementation expertise with Recho’s innovative capabilities, we can provide genuine value-driven solutions to our clients. I am deeply impressed by the passion and integrity of both the management and engineers at Recho, and I look forward to creating new value together."

Kyu Min, CEO of Recho

"Eclect is a crucial partner in the realm of CX. We share a mutually complementary relationship in technology and implementation, and I feel fortunate to collaborate at this juncture. Beyond business compatibility, we are aligned in prioritizing customer value and striving to improve society through technology. I am genuinely excited about shaping the future of customer service in Japan together."

Company Profiles

About Eclect

Eclect is a dedicated CX solution company, leveraging expertise derived from supporting over 750 organizations. It aims to provide comprehensive services that contribute to enhancing both customer and employee experiences. With a proven track record as APAC’s top partner for Zendesk, Eclect assists businesses from system design to implementation and operation.

Headquarters: Hiroshima and Tokyo, Japan
Representative CEO: Tsujimoto Masahiro
Website: Eclect

About Recho

Under the slogan "Your 2nd Voice," Recho develops and provides the Recho Voice AI Platform. The company offers end-to-end services from model development to operation, aiming to unlock the potential of voice communication and foster a more interconnected society.

Headquarters: Tokyo, Japan
Representative CEO: Kyu Min
Website: Recho

Recruitment Opportunities

Recho is seeking individuals passionate about shaping the future of voice AI technology. If you are interested in challenging projects related to voice communication, we welcome your application.

Contact Information

Recho offers demonstrations of the Recho Voice AI Platform and individual consultations for companies interested in automating call center operations. For details or inquiries, please contact our public relations department.

Note: Company names and service names mentioned are the respective copyrights of their owners. This information is based on the release date and may differ from the latest updates.