#Japan #Tokyo #SBI Insurance #Altius Link #Altius ONE

Enhancing Customer Experience with Innovative AI Solutions

SBI Insurance Co., Ltd. and Altius Link Inc. are setting a new standard for customer experience (CX) in the automobile accident reception sector. The two companies have announced a collaborative initiative to leverage generative AI through the implementation of 'Altius ONE for Support', aiming to streamline operations and significantly enhance customer satisfaction.

Located in Shibuya, Tokyo, Altius Link is known for its comprehensive experience in contact center operations, serving over 1,300 companies. The partnership with SBI Insurance, headquartered in Minato, Tokyo, is driven by a shared commitment to customer-centric business models. This collaboration emphasizes digital transformation (DX) aimed at increasing operational efficiency while ensuring a positive customer experience.

Objective of the Project

This joint project seeks to explore the potential of generative AI in automating processes within the contact center. Specifically, it will focus on three key areas:
1. Reducing post-call processing time for operators.
2. Conducting correlation analyses between Voice of Customer (VoC) data and customer satisfaction.
3. Identifying product and service improvement requests based on VoC insights.

The goal of using the advanced capabilities of Altius ONE for Support is not only to maintain high responsiveness during calls but also to optimize the entire operation based on data-driven methodologies. This will drive improvements in both efficiency and customer satisfaction.

Reducing Post-Processing Time

One of the standout features of the 'Altius ONE for Support' solution is its ability to summarize conversation data automatically. By utilizing a dialogue summarization application, which is part of a standard offering, the system will leverage voice recognition technology to convert verbal interactions into text. This automation aims to cut down the time operators spend on post-call paperwork by an impressive 35%, allowing them to focus more on customer interactions.

Correlation Analysis of VoC and Customer Satisfaction

Utilizing the platform's data analytics capabilities, the project will implement generative AI to extract relevant data features that correlate with customer satisfaction. By analyzing this data, the companies will identify the factors that genuinely impact customer experiences. This rigorous analysis will enable the creation of a continuous improvement cycle (PDCA) to enhance operator performance and ultimately boost customer satisfaction scores.

Moreover, the project aspires to automate the evaluation of response quality. Through quantitative analysis of operatives’ behaviors, management will be able to identify strengths and weaknesses, thereby minimizing the time spent on quality assurance checks and reallocating those resources toward operator development.

Extracting Improvement Requests from VoC

The next step focuses on interpreting the text data captured through voice recognition. By applying generative AI, the team will analyze customer feedback to unearth latent needs, particularly in areas like contract details and procedural support. This insight will inform product and service enhancements based on actual customer requests, directly contributing to the improvement of the overall CX.

Future Endeavors

Upon evaluating the findings of this pilot project, SBI Insurance and Altius Link aim to implement their learnings into regular operations. They aspire to construct predictive models that forecast customer satisfaction outcomes while further expanding the utilization of generative AI across their services. This reflects their ongoing commitment to develop value-added services that resonate well with customer needs.

In conclusion, the collaboration between SBI Insurance and Altius Link marks a significant movement towards revolutionizing customer service in the financial sector. By adopting cutting-edge AI technology, they are not only streamlining processes but also fostering a more engaged and satisfied customer base.

About Altius ONE for Support

Altius ONE for Support is an integrated solution that combines high-quality operations expertise with a cloud-based digital contact center functionality. By harnessing voice recognition, cloud data infrastructure, and generative AI, it categorizes and analyzes diverse data to reveal customer insights and needs effectively. Through a data-driven approach, it addresses business challenges comprehensively, ultimately creating new customer experiences.

For more about Altius ONE for Support, visit the official service site here.

Company Information

Altius Link Inc. is a joint venture formed by KDDI and Mitsui & Co., bringing together extensive know-how, service capabilities, and technology through its network of approximately 100 domestic and international locations, and a workforce of around 57,000. They are committed to delivering high-value services that leverage digital BPO and continuously innovate to enhance CX for their clients.

For inquiries, explore Altius Link's corporate site here.