アルティウスリンク、AI音声品質評価サービスを開始

Altius Link Co., Ltd. will begin offering the “All Audio Source Quality Automatic Evaluation Assessment Service” on Thursday, July 3, 2025, to enhance quality management at contact centers, utilizing “AmiVoice Communication Suite,” the AI ​​voice recognition solution for contact centers with the No. 1 domestic market share provided by Advanced Media Co., Ltd.

In the contact center industry, improving response quality while increasing operational efficiency is an important management issue for sustainable growth. In this environment, the traditional “sample evaluation” method, which evaluates only a portion of calls, has revealed problems such as variation in evaluations, excessive burden on managers for evaluation work, and pressure on time allocated to operator training. In addition, because the entire response is evaluated based on a portion of calls, there is also the issue that operators find it difficult to be satisfied with the evaluation and feedback.

“AmiVoice Communication Suite,” an AI voice recognition solution for contact centers provided by Advanced Media, which has the largest domestic market share, comes equipped with an “automatic response quality evaluation function” as a standard feature. It automatically detects inappropriate words, explains important matters, and judges whether speaking speed, timing, etc. are appropriate, making it possible to evaluate the response quality of all calls without being influenced by the subjectivity of the manager.

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で アルティウスリンクKDDIカスタマーセンターでの実運用を通じて、AmiVoice Communication Suiteを利用した全通話の自動評価モデルを構築しました。このモデルを活用することで、管理者の評価工数を約60%削減し、オペレータへのヒアリングやトレーニングなど、より生産性の高いコミュニケーションに注力できるようになりました。また、オペレーターは全通話に対して定量的な評価を受けることができるようになり、現場の生産性向上だけでなく、従業員満足度 (ES) の向上や継続的な品質改善を実現しています。

この取り組みは、コンタクトセンター運営における優れた取り組みと成果として、コンタクトセンター・アワード2024の最優秀技術賞を受賞しました。この成功モデルを一般化し、より多くの企業にご利用いただけるソリューションとして提供を開始します。

The “All Sound Source Quality Automatic Evaluation Assessment Service” is a comprehensive solution that is rare even in Japan, offering everything from the creation of a custom-made evaluation model for each company based on the assessment to the automatic evaluation of all calls, effectiveness verification and tuning.  It significantly reduces the workload of administrators, while improving the quality of operator evaluation and training, employee satisfaction (ES), and realizing continuous quality improvement.

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