#Japan #Tokyo #BellSystem24 #GENIAC-PRIZE #Hybrid Operation Loop

BellSystem24's Achievements at the GENIAC-PRIZE

BellSystem24, headquartered in Minato, Tokyo, has recently garnered the HDI-Japan Award during the GENIAC-PRIZE program, organized by the Ministry of Economy, Trade and Industry (METI) and the New Energy and Industrial Technology Development Organization (NEDO). This prestigious recognition highlights the company's innovative solution, the Hybrid Operation Loop, which automates customer support processes using AI technology.

The GENIAC-PRIZE is a competition that involves an impressive prize pool of approximately 800 million yen, aimed at promoting AI-based solutions that address significant challenges faced in various sectors. The program encourages diverse organizations from different regions to develop and validate AI applications, accelerating their integration into society.

Established in 1989 in the United States, HDI (Help Desk Institute) is a leading membership organization that has pioneered international certification programs in the support services sector. In Japan, HDI-Japan has been conducting consumer-oriented rating surveys since 2006, striving to enhance the quality of support services in the country. The HDI-Japan Award, which is conferred by a panel including representatives like Tatsumi Yamashita, recognizes efforts that significantly improve customer and employee experiences, add tangible value from a customer perspective, and do not merely focus on AI tool implementation at the expense of effectiveness.

The award-winning Hybrid Operation Loop was tested in collaboration with BellSystem24's subsidiary, SkyPerfect Customer Relations. This advanced solution makes use of KCS (Knowledge-Centered Service) principles and employs AI for knowledge management, essential for effective customer support. By automating the creation, structuring, and updating of knowledge, the Hybrid Operation Loop enhances productivity and operational efficiency in contact center environments.

KCS is recognized globally as a leading framework in knowledge management for contact centers, enabling organizations to improve productivity while maintaining high-quality support. However, adapting KCS requires operators to invest considerable time and expertise in developing and managing knowledge continuously. To address this challenge, the Hybrid Operation Loop includes a proprietary technology known as the Knowledge Generator. This innovative AI functionality generates high-precision knowledge rooted in KCS structures from call recordings, ensuring that the knowledge management process is seamless and integrated into daily operations.

In winning the HDI-Japan Award, BellSystem24 is committed to leveraging insights and validation outcomes from this accolade to enhance and accelerate the practical implementation of the Hybrid Operation Loop. By merging the strengths of human expertise and AI technology, BellSystem24 aims to realize the next-generation contact center, contributing to both the enhancement of corporate competitiveness and the resolution of societal challenges.

Conclusion

BellSystem24's commitment to innovation is not just about adopting cutting-edge technology; it's about enhancing the customer experience and driving business evolution. By continuing to develop solutions that blend human insight with AI capabilities, the company is poised to redefine what is possible in customer support and BPO services. They aim to create sustainable solutions that align with their purpose of