#Japan #Tokyo #BIZTEL #commubo #SoftFrontJapan

Overview of the New Integration

The cloud-based CTI and call center system, BIZTEL, which has been the leader in domestic market share for eight consecutive years, is set to enhance its capabilities through a new partnership with AI voice bot commubo. This collaboration aims to boost operational efficiency in call centers while improving customer experience.

BIZTEL is developed by LINK, a company based in Minato, Tokyo, and its CEO, Genji Okada, emphasizes that the automation of customer service tasks via voice bots must not compromise the quality of customer interactions. This objective requires a collaborative approach where both humans and voice bots effectively work together rather than solely relying on AI.

The Importance of Collaboration

As automation in customer service becomes increasingly prevalent due to challenges such as labor shortages, it is essential to maintain high levels of customer satisfaction (CX). To achieve this, the conversation must shift towards a harmonious working relationship between employees and AI technology. This allows the unique strengths of each to complement one another, enhancing both the efficiency of operations and the experience for customers.

The new functionalities being introduced enable seamless interaction from the AI voice bot, commubo, to the live operators within the call center. Starting in April 2024, the integration will allow for the automatic display of conversation details from commubo on an operator's browser once a call is forwarded. Previously, operators had to manually log into commubo to access conversation history, which often led to delays and the need for customers to repeat their inquiries – a situation that can frustrate callers and damage the customer experience.

Enhancing Efficiency with New Features

With this new feature, operators can instantly view the details of their customer's call with commubo, facilitating much smoother communication and allowing them to address the customer's needs promptly. This change is expected to minimize call duration and improve the overall customer interaction.

Both LINK and SoftFront Japan are committed to further strengthening and expanding their system integration. Their ongoing collaboration seeks to promote hybrid operations that incorporate AI along with human resources, ultimately enhancing productivity, reducing costs, and solving prevalent challenges faced within call centers.

About commubo

Commubo is a natural conversation AI voice bot designed to handle complex and ongoing voice interactions. It provides high-speed AI for natural dialogue, easy web operation, and system integration—whether for order processing, appointment scheduling, or handling inquiries across diverse sectors. Commubo not only aims for automation but also adapts flexibly to the unique needs of various business frameworks and operational flows. More information can be found at commubo.com.

About SoftFront Japan

Founded in August 2016 as a subsidiary of SoftFront Holdings, SoftFront Japan focuses on creating robust communication platforms that encompass various real-time communication services including voice, video chat, and messaging. Their recent development of cloud telephony services through AI technologies aims to automate telecommunication tasks, facilitating new communication business initiatives. Detailed information is available at softfront-japan.co.jp.

About BIZTEL

Launched in 2006, BIZTEL has become a pioneer in cloud-based telephony services for enterprises. Currently used by over 2,000 companies, it has been recognized as the top service in the cloud-based call center sector for eight consecutive years in reports by Deloitte Tohmatsu. Additional details are provided at biztel.jp.

About LINK

LINK provides a range of subscription-based services including specialized hosting, cloud-based systems, and high-performing BIZTEL call center systems. With a presence in agricultural ventures such as a natural grazing farm in Iwate, LINK continues to innovate in various business domains. More information can be found at link.co.jp.

Concluding Thoughts

The collaboration between BIZTEL and commubo serves as an example of how AI and human resources can effectively work together to address industry challenges, improve operational efficiencies, and enhance customer experience. As the landscape of customer service continues to evolve, ongoing innovations such as this are crucial for staying ahead in today's competitive market.