#Japan #Tokyo #AI Voice Technology #IVRy #Golf Digest

Golf Digest Online Begins Experiment with AI Voice SaaS 'IVRy'

Golf Digest Online (GDO), one of Japan's largest golf portal sites, has recently teamed up with the company IVRy to initiate a proof-of-concept experiment utilizing the interactive voice AI SaaS, known as 'IVRy.' This endeavor is aimed at optimizing customer service interactions within their e-commerce contact center.

Background of the Implementation

In recent years, customer inquiries have diversified beyond traditional phone calls to include various channels such as chat and social media. Consequently, contact centers have faced increasing operational burdens due to the high costs associated with hiring and training operators, as well as the elevated turnover rates in the industry. Establishing a stable and high-quality customer support system while simultaneously improving operational efficiency has become a significant challenge for many businesses. For GDO, the need to enhance the efficiency and cost-effectiveness of their e-commerce contact center has been a pressing management issue.

Against this backdrop, GDO has been exploring the potential of AI technologies to streamline operations. By conducting this proof-of-concept with 'IVRy,' they will assess the accuracy of automated responses generated by the AI as well as the effectiveness of human transfer and operational transformations.

Overview and Objectives of the Experiment

The project entails testing IVRy’s AI voice agent and AI-native telephone system within GDO’s e-commerce contact center. The aim is to have the AI automatically respond to routine inquiries related to order cancellations, changes, and inventory checks. By implementing this solution, it is anticipated that GDO can reduce the number of inquiries requiring human intervention by 30-40%, thereby optimizing costs.

However, the implementation is not merely focused on cost reduction; it also emphasizes operational transformation driven by data. The goal is to leverage 'IVRy Analytics' for a data-driven approach that enhances operational capabilities.

Data-Driven Quality Management and Improvement

In transitioning from subjective quality evaluation commonly influenced by management perspectives, this experiment enables a shift toward data-driven quality assessments. By utilizing insights from 'IVRy Analytics,' including visualized data on customer satisfaction and dissatisfaction for each interaction, as well as an AI labeling feature for automatic inquiry classification, they can identify areas for improvement. This aims to establish a swift cycle of operational enhancement based on objective data.

Preventing Opportunity Loss through 100% Response Rate

To tackle traditional waiting calls and overflow, GDO is adopting IVRy’s 'overflow AI reception' feature. This transition allows for AI to manage initial inquiries, ensuring a 100% response rate even during times of high call volume, thus preventing the loss of customer interactions.

Exploring Hybrid Responses of AI and Human Operators

The experiment also aims to assess the practicality of hybrid responses, where AI manages preliminary inquiries while only forwarding cases that require detailed human attention. This system aspires to create a stress-free and efficient dialogue flow for both customers and operators.

Enhancing Reporting Efficiency for Administrators

Previously, administrators had to manually extract data from their CTI systems to create call reports. This experiment seeks to complete this process via the 'IVRy Analytics' dashboard to evaluate its effects on reducing managerial workload.

Comments from Key Stakeholders

Takayuki Watanabe from GDO’s Marketing Department emphasized the urgency of integrating AI into their operational processes. The AI voice agent 'IVRy' not only aims for cost reductions but also seeks to enhance customer experiences, which was a significant factor in deciding to undertake this proof-of-concept experiment. The goal is to reach a 100% response rate, ensuring that all customer inquiries are acknowledged, leading to a trustworthy service environment.

Ryoha Okunishi, CEO of IVRy, expressed pride in providing their service to such a major player in the field. He acknowledged the importance of balancing operational efficiency with high-quality customer care, attributing this initiative to a forward-thinking model for next-generation contact centers through data-driven operational transformations.

Through rigorous testing and implementation of AI technologies, GDO and IVRy hope to redefine the contact center landscape while ensuring that customer satisfaction remains paramount.

For more information, visit IVRy and IVRy Corporate.