#Japan #Tokyo #wevnal #BOTCHAN AICALL #NR

NR Enhances Customer Service Efficiency with BOTCHAN AICALL

Introduction

In a remarkable achievement, NR, a company known for its wide range of pharmaceuticals, skincare, and miscellaneous goods, has successfully implemented the BOTCHAN AICALL, an AI phone agent developed by wevnal. This implementation has led to an impressive automation success rate of over 80%, covering everything from customer interaction to post-processing, while maintaining a response rate in the 90% range without increasing the call center workforce.

Background: Expanding Customer Base

As NR's customer base expanded to include a diverse age group ranging from 20s to 90s, their challenges in handling calls grew. Previously, they had streamlined their cancellation process and reduced complaints by nearly 40% using the BOTCHAN Keeper and BOTCHAN AI chatbots. However, the demand for phone interactions surged, especially among older demographics, leading the call center to face new hurdles. Factors like absences and seasonal illnesses compounded these challenges, particularly during peak times like Monday mornings, when call volumes spiked.

Achievements: Implementing AI and Operational Coordination

1. Maintaining a Response Rate Above 90%: Despite the rising number of incoming calls, NR successfully maintained a stable response rate without increasing personnel.
2. Over 80% Automation Completion Rate: Leveraging AI technology, NR achieved seamless automation that covered both call handling and follow-up tasks.
3. Flexible Coordination with Call Center Staff: The operational balance of AICALL is not fixed; it is adjusted based on daily call volumes and staff availability, ensuring tailored responses based on peak times and weekends.
4. Continuity During Crises: In instances of sudden staff shortages due to illnesses or natural disasters, AICALL's operational weight can be increased, allowing uninterrupted call reception.

Insights from NR's Management

Koizumi, an executive officer and registered seller at NR, noted, "Humans alone have limitations. At the right moment, we received the proposal for AICALL. Even if it didn't completely replace human roles, we believed that a visible division of labor would be beneficial. The ability to adjust AICALL's role in times of staffing shortages has been incredibly helpful."

Future Perspectives

Wevnal aims to move away from the notion of a binary choice between complete AI automation and human service. Instead, they seek to find the optimal balance of human and AI interaction tailored to each company's unique context. The partnership with NR stands as a significant milestone in this endeavor. Furthermore, wevnal plans to refine AICALL for tasks like cancellation prevention and integrate these learnings into operator training, striving for experiences that closely resemble human-to-human service interactions.

Conclusion

The BOTCHAN AICALL is a testament to the potential of AI in customer service, blending sophisticated technology with operational flexibility. By automating interactions in a way that complements human agents, NR is setting a new standard in customer support efficiency.

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About BOTCHAN AICALL

BOTCHAN AICALL utilizes AI trained on the expertise of seasoned operators to automate high-quality phone interactions. Its integration with Microsoft Azure's OpenAI Service enables natural conversations, while real-time API connections with core systems provide tailored responses to each customer. It effectively manages complex procedures such as cancellations or course changes, ensuring swift service 24/7. This results in high-quality customer experiences while optimizing cost, effectively positioning the 'ideal operator' as a readily available asset.

Company Overview

Wevnal Inc.
CEO: Hirobumi Isoyama
Headquarters: 1-23-23 Ebisu, Shibuya-ku, Tokyo, Ebisu Square 7F
Business: Development and provision of the BX platform 'BOTCHAN'
URL: wevnal.io