メディアサービス、AItoVoiceおよびAItoChatソリューションの提供を開始

MediaLink Inc., provider of “AIto,” an AI agent that automates customer support, is pleased to announce that Media Service Inc. has introduced the AI ​​voicebot “AItoVoice” and the AI ​​chatbot “AItoChat.”

Founded in 2010, Media Service offers a wide range of services, including agency work for power companies, web production, and web promotion, with a focus on broadband services such as FLET’S Hikari and SoftBank Hikari. It also operates a support desk for pocket Wi-Fi services.

同社は、ポケットWi-Fiサービスのサポートデスクを限られたスタッフで運営していましたが、毎日大量の電話対応に追われ、時間的コストが大きな課題となっていました。不在着信も多く、サポートにつながらない顧客から営業部門に電話が入り、営業部門から営業担当者にクレームが伝わるという負の連鎖が発生していました。

- 広告

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By implementing “AItoVoice,” the company was able to reduce the number of phone calls it received from approximately 30 per day to around 10, a reduction of 500 per month. Taking a phased approach, the company first accumulated actual customer inquiries using an IVR (interactive voice response system), and then applied this information to “AItoVoice,” effectively automating the initial response. Furthermore, by directing customers to a web form, the time spent on phone inquiries was reduced, saving time for both customers and the company. Furthermore, the additional implementation of “AItoChat” eliminated the need for the interview process, improving the rate at which customers resolved their issues themselves.

メディアサービス is currently considering building a system that will detect and alert users who have left the service without filling out a form, as a countermeasure for cases where customers who call leave without completing the form. The company has also decided to introduce “AItoMail,” an AI-powered email generation system, to automatically respond to inquiries submitted through the form, and is anticipating further reductions in work hours by automating replies to frequently asked questions. Furthermore, the company is considering offering a voice input option with “AItoVoice” for customers who have difficulty filling out web forms. We will continue to support the company in improving the efficiency of customer support using AI technology.

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