#Japan #Tokyo #AI Agent #KaiTaku #Super Denwa

Introduction to Super Denwa

Kaitaku Co., Ltd., based in Shinjuku, Tokyo, has announced the introduction of a new feature for its autonomous phone AI agent, Super Denwa. This addition comes in the form of a user verification module that allows for streamlined interaction by confirming user identity through a single call. This innovation is poised to automate telephone operations requiring identity verification across various sectors, enhancing efficiency and customer experience.

Background

The necessity for user verification in sectors such as finance, e-commerce, local government, and insurance often results in delays, particularly during peak times. Current challenges include:

• - Overburdened human operators during verification phases lead to wait times.
• - The lengthy verification process before reaching the key inquiry can degrade customer experience.
• - Manual transcription of membership and contract numbers can lead to errors and omissions.

To address these issues, Kaitaku has developed this new user verification feature to facilitate a smooth verification process, effectively automating the identity verification aspect of telephone operations. Human operators can now concentrate on more complex, individualized customer interactions.

Key Features of the User Verification Module

1. Integrated Verification and Inquiry in One Call:
This module enables the AI to naturally gather user details such as identification numbers, names, and birth dates during the interaction, verifying this information against Customer Relationship Management (CRM) systems within a singular call flow, ensuring seamless communication.

2. Integration with Existing Systems:
The module interfaces with existing CRM and contract management systems, allowing real-time verification of user information. This automates responses based on individual contract details and historical data, enabling efficient decision-making.

3. Dual AI Structure for Accuracy:
The verification process employs a dual AI structure consisting of a generation AI, which processes the customer’s speech and formulates responses, and a verification AI that independently cross-checks the input with the generated output, minimizing errors through a multilayered verification system.

4. High Accuracy in Speech Recognition:
With an impressive speech recognition accuracy exceeding 98.7%, this system ensures that misunderstandings concerning numbers or names are drastically reduced. If discrepancies are found, the system can prompt clarifications without disrupting the conversation flow.

Practical Applications

For Incoming Calls:

• - Finance & Insurance: Automates the confirmation of identities such as names and contract numbers during inquiries related to contracts or outstanding payments, thereby reducing call handling time and preventing verification misses.

• - Manufacturing & Retail: Facilitates confirmation of customer orders and handles returns by verifying customer numbers and names, automatically guiding inquiries based on the context of the request.

• - Public Sector & Services: Ensures 24-hour automation for identity verification during tax inquiries or child support services, handling customer interactions even outside typical service hours.

For Outgoing Calls:

• - Contract Follow-ups: For follow-up calls regarding contract extensions or changes, the AI verifies the recipient's identity before providing necessary information, also automating the transition to human operators when needed.

CEO Commentary

Kaitaku's CEO, Tomonori Matsuki, emphasized the significance of well-structured identity verification processes in telephone operations. He stated, "Identity verification is both a routine and a critical aspect of phone operations. With this new feature, Super Denwa can handle verification tasks accurately, allowing human operators to focus on individual customer needs. We will begin with a limited rollout to selected clients to monitor performance before expanding this service to all users."

About Super Denwa

Super Denwa is a comprehensive AI phone agent capable of managing both inbound and outbound calls autonomously. It seamlessly processes calls, summarizing, analyzing, and recording interactions. This technology addresses all areas related to telephone operations, from automating call centers to enhancing sales efficiency.

Kaitaku's commitment to leveraging AI technology to enhance communication within various business environments positions it as a pioneer in automating operations across industries. The launch of Super Denwa reinforces this mission, promoting efficiency and quality across customer interactions. For more information, visit Super Denwa's official site.