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transcosmos Releases “Automated Call Answering Service” With the Power of Speech Recognition & Intent Inference Algorithms

Helps businesses further utilize call logs for marketing whilst reducing call agents’ workload

transcosmos inc. released an “automated call answering service” that utilizes “BEDORE Voice Conversation,” a voice conversation engine powered by speech recognition and intent inference algorithms by BEDORE Inc. (Headquarters: Tokyo, Japan; Representative Director: Yusuke Shimomura; Parent company: PKSHA Technology Inc.)

Even with an increase in customers that use chat and other non-voice channels to make inquiries on businesses, the ratio of traditional channel usage like phones and corporate official websites (PC) remains high. With the aim of cutting personnel costs for call receptionist jobs and streamlining operations, transcosmos has developed “automated call answering service” powered by speech recognition and intent inference algorithms.

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For the service platform, transcosmos has adopted “BEDORE Voice Conversation (*1),” a voice conversation engine powered by speech recognition and intent inference algorithms. Building on both BEDORE’s knowhow of automated chat and voice conversation that utilizes algorithms they have developed to date, and transcosmos’s knowledge of inquiry data analysis, transcosmos has successfully developed the service that responds to customer call inquiries automatically with a synthesized voice, thereby closing incoming calls without any human agent intervention.
transcosmos intends to offer this service primarily for businesses that receive seminar and event entry requests via call and for e-commerce and mail order companies that receive and place product orders via the channel.

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In addition, clients can edit call scripts and scenarios, and modify and tune speech rate on a regular basis to run the Plan-Do-Check-Action (PDCA) cycle to continuously upgrade the service. What’s more, there’s no need for large-scale development for clients to start using the service. All they need is transfer incoming calls from their existing interactive voice response (IVR) flow to the number for “automated call answering service,” then the service will be implemented and ready in a minimum two weeks’ time.

Service framework for receiving seminar entry request
By deploying this new service together with “DEC Connect,” transcosmos proprietary API integration platform, clients can connect the service with their existing systems thereby integrating call logs with customer behavioral data on websites and LINE. Ultimately, the service lets clients run marketing campaigns based on all available customer behavioral data.

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