Revolutionizing Call Center Training with AI: BIZTEL shouin's New Features Launched

Transforming Call Center Training Processes with AI

In a remarkable step forward, Link Corporation, headquartered in Tokyo, has launched new AI functionalities in its call center-specific e-learning and training management service, BIZTEL shouin. This innovative enhancement aims to drastically reduce the time spent on creating operational manuals and training documents, thus streamlining the employee training process in call centers,

BIZTEL shouin has been a leader in the cloud-based CTI and call center system sector, holding the top spot in domestic market share for eight consecutive years, as reported by Deloitte Tohmatsu. The newly introduced AI capabilities are designed specifically to automate tedious aspects of managing training and onboarding processes, which is vital for the effective functioning of call centers.

Streamlining Training Document Creation

One of the standout features of the new AI functionality is the automated creation of operational and administrative manuals. Previously, call center managers were required to manually draft procedures and step-by-step guides, which could take as long as 90 minutes. With the introduction of AI, users can now upload explanation videos or audio clips, which the AI then analyzes to generate comprehensive training documents in a much shorter time frame, usually 30 to 45 minutes.

This significant reduction allows managers to focus their efforts on other critical areas, such as providing direct support to operators and implementing further improvements within their teams. The ability to quickly adapt training materials in response to new products or operational changes is now simplified, enhancing overall office efficiency.

Enhancing Communication with Operators

Another innovative aspect of the AI upgrades in BIZTEL shouin is the automation of feedback comments for operators undergoing training. Utilizing a “daily report” feature, operators can report their status, and managers can send feedback. Now, with the addition of AI, managers can generate response drafts by simply selecting the tone, emotion, and length of the message, facilitating quicker and more personalized communication with trainees.

This is particularly crucial in the training environment, where new operators often feel overwhelmed by the information they need to learn. Rapid and constructive feedback can mitigate feelings of discouragement among newcomers, helping to foster a supportive training atmosphere. In simulations, the time needed to draft a comment has dropped from five minutes to just one minute, showcasing a substantial gain in efficiency. This translates to over 26 hours of saved time across a typical two-month training period for ten operators.