ソフトフロントジャパン's natural-conversation AI voice bot commubo has been adopted for HOT TAB cancellation requests, achieving an approximately 90% task completion rate.
ソフトフロントジャパン announced that it has adopted the AI voice bot “commubo” for cancellation requests for HOT TAB, the Hot Album carbonated-spring tablet product. The company is advancing the automation of customer service, particularly for older customers, and has achieved an approximately 90% task completion rate.
The aim was to reduce the burden of handling cancellation requests, where calls tend to concentrate during peak periods, and extend service hours. The system was evaluated against the conventional interactive voice response (IVR) system for the naturalness and timing of its interactions.
Following implementation, approximately 2,000 cancellation requests per month were handled automatically, reducing workload by approximately 3.5 person-months. During peak periods, the number of callers waiting, which had reached as many as 50, fell to single digits. The system also supports weekend service, enabling the company to expand operations without increasing the number of operators.
The company plans to consider automating other routine operations, including contract changes and inquiry handling.