A pilot program has been launched in which AI handles initial call reception and first-line support for calls from residents. The aim is to quickly hand inquiries over to the appropriate staff based on the information gathered.
アンビションDXホールディングス, which manages rental properties, announced that it had launched a pilot program in which AI handles initial call reception and first-line support for calls from residents. The company is proceeding with the introduction of a system that connects telephone lines to an AI conversational engine to automate responses to voice inquiries. Video materials were released together with an explanation of the materials, with the aim of reducing waiting times for responses and the burden of handling telephone calls.
AI will provide first-line support, including initial interviews about repairs and defects, determining whether an issue concerns a common area or a private area and directing callers to the appropriate contact point, answering some information confirmed for each contract, and automatically recording response tasks based on the content of conversations. Slot filling is used to gather information, and the items to be covered can be set according to inquiry trends.
The system is centered on a cloud PBX and an AI conversational engine, combining speech-to-text (STT), text-to-speech (TTS), a large language model (LLM) and RAG. It includes a detection function that gathers the required information and determines when to switch to human support.
Conditions have been established for transferring calls to human operators, with calls promptly handed over to a person when information cannot be gathered or multiple topics are involved. During business hours, calls are expected to be handled through coordination between AI and operators. Outside business hours, AI is expected to record the information for follow-up on the next business day.