transcosmos Develops “AI Defender”

transcosmos inc. is proud to announce that the company has successfully developed “AI Defender,” a new add-on AI-based feature, to its speech recognition solution “transpeech.”

Contact Centre CLUB

With “AI Defender,” call centre operators can automate a process to confirm whether their agents have informed customers of guarantee clauses and other important notices. transcosmos will offer this new service to three clients who wish to participate in a trial implementation project in order to improve the level of their call centre services.

An enhanced AI feature reduces data processing time by up to 98% compared to human operations

Since its launch in December 2018, “transpeech” has been adopted by many clients and the number of call centre workstations equipped with “transpeech” is expected to exceed as many as 2,000 by the end of FY2019. With the aim of enhancing its AI features, transcosmos developed a new feature that auto-checks call centre agents’ service quality helping to prevent the serious complications that can result from failing to inform customers of guarantee clauses and other important notices.

The distinctive feature of “AI Defender” is its ability to dramatically reduce the man-hours required to check the level of service quality whilst ensuring highly accurate service that is equivalent to human operations. “AI Defender” lets businesses auto-judge all calls at high speed with just one click, freeing up tremendous amounts of time which call centre managers have previously spent for checking call transcriptions. Proofs of concept conducted in partnership with clients show that “AI Defender” can cut data processing time by 98% compared to human operations.

Trial service available to three clients who wish to deploy the service ahead of its official release

Ahead of the “AI Defender” service release, transcosmos will run a trial project for clients who wish to “manage risks by checking all calls,” and “let AI manage quality check so managers can focus on providing feedback to agents.” This trial project is for transcosmos’s existing clients who already have “transpeech” in place or clients who currently receive transcosmos’s other operations services.

transcosmos’s original goal has been to deliver highly valuable services by uniting people with technology through “scheme.” transcosmos continues to promote mutually beneficial relationships between people and cutting-edge technologies that include AI.

【About transpeech】

transpeech is a speech recognition solution that helps clients address the challenges they face in the contact centre business. Combining transcosmos’s proven know-how in contact centre operations services accumulated over the years and the speech recognition system, transpeech lets businesses solve various operational challenges and improve service quality, reduce costs, prevent risks, plus more.

About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost optimization through our 173 locations across 31 countries with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce services to deliver our clients’ excellent products and services in 48 countries around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever-changing business environment.

Visit https://www.trans-cosmos.co.jp/english/