Chugoku Electric Power's customer center has deployed PKSHA Technology's AI speech recognition service PKSHA Speech Insight to improve service quality and operational efficiency in handling inquiries. The service's functions for transcribing calls in real time and automating summaries and FAQ suggestions are being used.
As the inquiries handled by Chugoku Electric Power's customer center have become more complex, the company adopted AI to establish a structure capable of handling moves, contract changes and an expanded range of rate plans. It also recognizes that relying on manual responses creates limitations during peak periods.
PKSHA Speech Insight, which has been deployed, uses high-accuracy speech recognition to transcribe calls in real time and automatically generate draft records in the format used by the company's business systems. This shortens the time required to enter call histories and enables staff to move quickly to the next response.
The service also provides a knowledge suggestion function that detects the context of a conversation and displays relevant FAQs, as well as a reference extraction function that automatically identifies the portions of the conversation supporting an answer. These functions are expected to improve the ability of inexperienced staff to respond and reduce the burden on supervisors.
An AI-based response quality evaluation and analysis function, which assesses calls using consistent standards, is also being used to provide objective feedback and support staff development. Going forward, the company plans to analyze dialogue data to identify processes suitable for automation, with automation of initial reception also under consideration.