English 
オプテージ Inc. will begin offering new options for its Enour Call Assistant, an operator support service for contact centers, from the end of June 2025. These options include an “emotion analysis function” that uses AI to identify emotions in real time from voice calls with customers, and an “automated response quality evaluation function” that analyzes call data and objectively evaluates response quality according to evaluation criteria. The addition of these options will help to create a work environment where appropriate responses can be made to customer harassment, and will help improve employee satisfaction and response quality through objective evaluations, thereby contributing to resolving the labor shortage in the contact center industry.
コンタクトセンター業界では、人材不足が慢性的な課題となっており、従業員満足度の向上による離職率の低下が重要なテーマとなっています。2025年3月には、日本コンタクトセンター協会が「カスタマーハラスメント対策ガイドライン」を発表し、従業員（オペレーター）が心身ともに健康で安全・安心に働ける環境を企業に求めています。
Therefore, we have decided to provide new AI-based “emotion analysis function” and “automatic response quality evaluation function” as options for our operator support service “Enour CallAssistant.” This will promote optimal communication for both customers and operators, helping to improve employee and customer satisfaction and contributing to resolving the labor shortage in the contact center industry.
こちらもお読みください： ロジザード、寄付を支援する「ドナー休暇システム」を開始
感情分析機能
Conventional emotion analysis generally involves detecting pre-registered keywords from the results of transcribing the contents of phone calls to infer emotions. Unlike conventional text-based emotion analysis, this function uses AI to perform emotion analysis in real time based on a huge amount of past data from audio information such as tone and speed of voice, making it possible to analyze the emotions felt by customers and operators with high accuracy without the need for specific keywords. In addition, the results of the emotion analysis are displayed on the administrator’s monitoring screen, allowing the administrator to provide prompt support when the emotion of “anger” is detected. This allows excessive demands and pressure from customers (customer harassment) to be detected at an early stage, and contributes to improving employee satisfaction by creating a work environment that is easy for operators to work in both body and mind. In addition, by early detection of trouble between customers and operators and supporting early resolution with appropriate follow-up, it also leads to improved customer satisfaction.
自動応答品質評価機能
This function analyzes call data and performs objective evaluations based on pre-set evaluation items such as the operator’s language, speaking speed, etc. The evaluation results can be viewed by both the manager and the operator, helping to improve employee satisfaction through evaluations that are satisfactory to both parties and human resource development.
2025年5月28日(水)、29日(木)にマイドームおおさかで開催される「第18回コールセンター/CRM デモ＆コンファレンス2025 in 大阪」に出展し、感情分析機能や応対品質自動評価機能のデモを交えて、Enour CallAssistantのサービスをご紹介します。
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