Yamato Contact Service has fundamentally revamped its new-hire training with AI Plus Talk. The company has shortened the training period from 2 weeks to 3 days and advanced an initiative aimed at improving interaction quality and accelerating the development of job-ready personnel.
Yamato Contact Service switched its training for new operators to a program centered on AI-powered role-playing, substantially shortening the approximately 2-week training period, which included conventional in-person role-playing, to 3 days. This made repeated learning easier in the training environment, while eliminating waiting time and reducing the burden on instructors.
The implementation included AI Plus Talk's ID issuance function, which does not require an email address, and a billing structure that is not dependent on the number of accounts, creating an environment for repeated practice. As a result, the number of customer interactions per hour when new operators began working increased from 5 to 8, while repeat calls caused by missed required information declined.
The tool is currently also used for practical training combining complaint handling and system operations, serving as a foundation for the use of AI across the organization.
This initiative was applied to new training in the Takkyubin Contact Center Department among approximately 1,700 operators at 15 locations nationwide, and is said to be contributing to securing personnel during busy periods and accelerating their development into job-ready staff.