#Japan #Tokyo #IVRy #LiB #AI Hybrid

LiB and IVRy: Revolutionizing Call Center Support

In the face of Japan's declining labor force, various industries are grappling with significant labor shortages. One such sector is the call center industry, where the demand for skilled operators far exceeds supply. The existing high turnover rates and escalating labor costs due to rising minimum wages put additional pressure on companies, often resulting in reduced response rates and a dip in customer satisfaction.

To tackle these issues, LiB, a company specializing in workforce shift support, recently announced a strategic partnership with IVRy, a provider of conversational AI SaaS. This collaboration aims to combine human-operated services with advanced AI technology to develop an innovative "AI Hybrid Call Center Support Service." They officially signed the partnership agreement in January 2025, with plans to launch their services by June 2025.

The Challenge of Call Centers

The traditional business model in the BPO (Business Process Outsourcing) industry is heavily reliant on operator numbers and billing rates. Many BPO vendors struggle to transition to AI-driven operational efficiency or Business Process Re-engineering (BPR) due to this outdated framework. This has led to a situation where the industry has been slow to adapt to modern needs, despite the increasing demand for efficiency and cost-effectiveness.

LiB addresses this issue by incorporating skilled human resources into their call center solutions. Their network of highly trained personnel will now work hand-in-hand with IVRy's sophisticated voice AI technology, which can automate many aspects of customer interaction, thereby improving both customer satisfaction and operational continuity.

Features of the AI Hybrid Call Center Support Service

The newly proposed service aims to transform the way call centers operate. It combines human interaction with AI capabilities to optimize response rates and ensure customer needs are met efficiently. Key features include:

• - 24/7 Automatic Response: Minimizing potential loss of opportunities through round-the-clock automated service.
• - Human Escalation: For complex inquiries requiring specialized knowledge, a human operator will take over.
• - Voice Analysis: Leveraging voice logs and Customer Voice (VOC) data to continually improve service quality.
• - Free Consulting: Providing free consultations that include impact assessments and process analysis.

Comprehensive Service Offerings

LiB and IVRy's co-developed service includes:

• - Free initial consultation and impact estimation.
• - Business investigation to identify challenges and design BPR solutions.
• - Development and operation of voice response systems using IVRy's technology.
• - Establishment of human-operated centers and BPO frameworks via LiB.
• - Ongoing monitoring and improvement cycles, featuring regular meetings and reports to ensure service efficacy.

Future Outlook

Looking ahead, LiB and IVRy plan to broaden their hybrid BPO model beyond call center operations. They aim to encompass various services such as order processing, reservation management, and customer support. Through these advancements, the partnership intends to fundamentally transform how businesses address their operational challenges, presenting a new paradigm for BPO.

Company Profiles

About LiB

LiB, founded in 2014 and based in Minato-ku, Tokyo, operates with a mission to create work forms that maximize individual potential. Their services focus on matching companies with capable personnel through various employment arrangements, including a reverse recruitment platform called "LIBZ."

• - Founder: Yosuke Matsumoto
• - Established: April 1, 2014
• - Location: 3-6-14 Shibaura, Minato-ku, Tokyo
• - Business Activities: Employee recruitment, freelance personnel matching, and BPO services.
• - Website: LiB

About IVRy

Founded in 2019 and also located in Minato-ku, IVRy develops and provides conversational AI services. Their IVR system is available from a monthly price of ¥2,980 and aims to enhance operational efficiency.

• - CEO: Ryo Takamatsu
• - Established: March 2019
• - Location: 10F Sumitomo Fudosan Tokyo Mita Garden Tower, 3-5-19 Mita, Minato-ku, Tokyo
• - Business Activity: Development and provision of voice AI services.
• - Website: IVRy

Contact Information

For inquiries regarding the service, please visit the service page or contact the following:

LiB BPO Department
Contact: Yosuke Sato
Phone: 050-1791-5260
Email: bpo-leaders@libinc.co.jp