Introduction
The collaboration between Techmatrix Co., Ltd., headquartered in Minato-ku, Tokyo, and Advanced Media Co., Ltd., located in Toshima-ku, Tokyo, aims to enhance contact center solutions. Leveraging the strengths of FastSeries and the AmiVoice Communication Suite, the partnership is set to revolutionize customer service efficiency and quality.
Utilization Overview
The integration allows for real-time conversion of call audio into text using the AmiVoice system. Post-call, it harnesses generative AI to automatically extract summaries and Voice of Customer (VoC) data, capturing vital customer information such as names, phone numbers, and addresses directly into FastHelp, the CRM system. This means operators can swiftly access essential information during calls, leading to smoother interactions. By optimizing post-call processes alongside ongoing real-time collaboration, the initiative significantly boosts efficiency in customer support operations and enhances overall customer satisfaction.
Background and Objectives
In recent years, contact center operations have become increasingly complex due to rising inquiry volumes and customer demands. As companies strive to enhance customer experience (CX), the need for solutions that balance quality and speed has surged. To address these challenges, Techmatrix is bolstering its collaboration with Advanced Media's AmiVoice, focusing on transforming call audio into written text and channeling this data into FastHelp and FastAnswer, thereby improving operational efficiency and customer satisfaction during phone interactions.
Real-Time Integration of FastHelp and AmiVoice
Employing AmiVoice's AI voice recognition capabilities, call content is transcribed in real-time. The secure generative AI, AOI LLM for AmiVoice Communication Suite, regenerates summaries and extracts relevant customer data, automatically integrating it into the FastHelp CRM system. This process overcomes several operational hurdles:
Main Benefits
- - Improved Response Speed and Quality: Operators no longer need to input call history and customer information after each call, drastically reducing post-call processing time. This cut in handling time enhances response speed. Furthermore, operators can focus entirely on the conversation without taking notes, which is likely to improve customer interaction quality.
- - Accurate VOC Extraction: By utilizing generative AI, consistent data classification ensures that VOC data is systematically organized, improving accuracy in data extraction compared to prior methods that often led to discrepancies in categorization.
- - Enhancement of FAQ Knowledge: The back-and-forth dialogue between the customer and operator can be mined for Q&A elements to enrich the FAQ knowledge system, FastAnswer. This boost in internal knowledge will elevate response speed and accuracy while increasing external self-service rates, ultimately improving customer experience.
Combining AmiVoice, generative AI, FastHelp, and FastAnswer leads to substantial operational efficiency improvements in contact centers. Additionally, effective VOC extraction and FAQ knowledge management can lead to enhanced business processes and deeper customer insights.
Latest Version Integration
The new versions of FastHelp and FastAnswer, launched in February 2025, continue to support the integration with AmiVoice and AmiVoice ISR Studio-powered voicebots.
Key Advantages
- - Automatic CRM Documentation: Conversations between customers and operators will be recorded automatically in FastHelp's customer history, making it straightforward to review past exchanges.
- - Real-Time FAQ Search Integration: If specific keywords pre-set in the system are mentioned during calls, those inquiries are linked to FastHelp and FastAnswer's FAQ search terms immediately, allowing operators to resolve queries promptly and enhance customer service quality.
- - Voice Bot Follow-Up Documentation: All interactions conducted via the AmiVoice ISR Studio's voicebot will automatically be logged in the FastHelp CRM. In instances of follow-up communication through calls or emails, agents can refer to the voicebot's chat history for accurate assistance based on the customer’s previous context.
This combination of AmiVoice and FastHelp or FastAnswer is anticipated to streamline operators' workflows and elevate the quality of customer service.
Webinar Invitation
To delve deeper into the collaborative efforts of Techmatrix's FastHelp and FastAnswer with Advanced Media's AmiVoice, a webinar will be hosted, open to those interested in exploring AI applications and further advancements in contact center operations.
Webinar Information:
- - Topic: Enhanced AI Capabilities! Exploring Market-Leading AI Voice Recognition with FastHelp
- - Date and Time: July 23, 2025, 14:00 - 15:00
- - Format: Online (Zoom)
- - Cost: Free (Pre-registration required)
For more details and to register, please visit the FastSeries product site under the Events and Seminars section.
Company Information