#Japan #Tokyo #Customer Support #AI Agent #Persol Group

Revolutionizing Customer Service with AI

In today's rapidly evolving business landscape, the ability to efficiently process customer inquiries is more crucial than ever. Persol Business Process Design, part of the Persol Group, has recently announced the launch of its innovative Listening AI Agent Service. This service leverages artificial intelligence to automate and streamline the process of identifying customer inquiries in contact centers, thereby improving operational efficiency and enhancing service quality.

The Challenge in Contact Centers

As the labor population dwindles, contact centers are grappling with the dual challenges of a shortage of operators and rising training costs. Meanwhile, the complexity of products and services has made traditional scripted chatbots increasingly ineffective in handling diverse customer inquiries. In response to these pressing challenges, Persol Business Process Design has partnered with Persol S&I, a subsidiary focused on developing next-generation contact center solutions leveraging AI.

Introduction of the Listening AI Agent Service

The Listening AI Agent Service is designed to provide comprehensive solutions for contact center operations. It not only automates the inquiry identification process but also manages and utilizes accumulated data, offering proposed improvements for services and products based on historical interaction data. This dual approach not only boosts the efficiency of contact center operations but also elevates the overall business value for implementing companies.

Core Features of the Listening AI Agent Service

The service encompasses several essential areas:

1. Inquiry Operations: Persol conducts daily customer interactions at the primary inquiry desk, ensuring that data is collected and updated according to the international standard framework, KCS (Knowledge-Centered Service). This approach allows for structured knowledge management, leveraging customer experiences and interactions for ongoing improvement.

2. Data Management: By extracting implicit knowledge data from accumulated records, the system efficiently captures the questions operators ask to clarify customer inquiries, feeding this information back into the Listening AI Agent to optimize its functioning continually.

3. AI Agent Construction and Utilization: With the backing of refined implicit knowledge data, the Listening AI Agent facilitates smooth engagement with customers, identifying their needs and providing solutions akin to a human operator. This adaptability allows it to address complex cases that conventional chatbots often struggle with without requiring pre-defined scripts.

4. Analysis and Improvement: The service analyzes data collected from both the inquiry desk and the Listening AI Agent to discern frequent customer pain points and extract Voice of Customer (VoC) insights. The findings inform suggestions for the enhancement of existing services or the development of new solutions.

Aiming for Efficient and Quality Customer Support

According to Hironobu Karuizawa, Executive Officer of Persol Business Process Design, the ultimate aim of deploying this service is the full automation of high-quality customer inquiry processing. This automation enables organizations to provide uninterrupted support around the clock, free from human resource constraints. As they continue to expand the reach of the Listening AI Agent Service, Persol is committed to developing industry-specific AI agents, further optimizing operational models and enhancing productivity in customer support roles.

Conclusion

Through the introduction of the Listening AI Agent Service, Persol Business Process Design is positioning itself at the forefront of AI-driven customer service solutions. By integrating cutting-edge technology with human-centered approaches, the company endeavors to create a thriving ecosystem where businesses can efficiently manage customer interactions, ultimately paving the way for greater organizational success. With a vision that inspires laughter and collaboration, the Persol Group remains devoted to fostering a better working environment through innovative services.

For more information about the service and its functionalities, you can visit Persol Business Process Design.