Kyndryl Helps JCB Launch AI-Based Interactive Automatic Speech Response System for Call Centre

JCB Co., Ltd., Japan’s only international payment brand, and Kyndryl, the world’s largest IT infrastructure services provider, announced the launch of an AI-based interactive automatic speech response system to further improve customer satisfaction and service quality.

The AI Operator uses speech recognition and synthesis technologies, and natural language processing which assists in understanding the speaker’s intent. The system analyses a customer’s speech with AI, then responds or automatically connects the customer to an appropriate operator. JCB plans to utilize the AI Operator for the 1.9 million calls it receives every year, offering customers a more convenient and less stressful experience.

Customers will not need to select a number from the menu, as previously required, but instead their natural conversation with an AI Operator will be forwarded quickly to an appropriate specialist desk, or an auto-complete IVR Interactive Voice Response), reducing the usual 120-second wait to connect to an operator by up to 30 seconds. As the AI can propose best answers through analysis, the system provides quality service and creates an excellent customer experience. The system will also be the first interactive AI in the credit card industry to be deployed at a general-inquiry call centre desk.

Kyndryl has supported the development of the new system, with its skills and expertise built on extensive experience developing call centre systems and industry knowledge.

“We are honoured to be able to support JCB’s advanced initiative to improve customer experience,” said Takashi Uesaka, President of Kyndryl Japan. “We have excellent engineers and capability to support call centre development, and this time we were especially happy to be able to apply our AI skills and expertise. Going forward we will continue to improve our technological prowess to support our customers accelerate their digital transformation.”

“Deployment of the AI Operator is an attempt to deliver value to our customers,” said Takuya Takei, Executive Vice President, Communication Planning Department, JCB. “We will continue to improve customer satisfaction by accelerating our digital transformation so that we can provide quality services and a great customer experience.”

The AI Operator utilizes a speech-to-text conversion feature to analyse text and offer an answer, and a feature to convert the answer text into speech. These features have enabled customers calling in to hear and respond to answers in natural language speech.

The system will be deployed for limited lines at the information desk and will be gradually expanded after the AI becomes more sophisticated through customer interactions.

Under the brand message “Uniquely yours,” JCB has been actively working on the digital transformation of its call centres to enhance customer touchpoints to improve customer satisfaction through digital means.

Going forward, JCB and Kyndryl will continue to take on the challenge of further providing convenient and user-friendly services to customers.

About Kyndryl

Kyndryl (NYSE: KD) is the world’s largest IT infrastructure services provider. The company designs, builds, manages, and modernizes the complex, mission-critical information systems that the world depends on every day. Kyndryl’s more than 90,000 employees serve over 4,000 customers in more than 60 countries around the world, including 75 percent of the Fortune 100.

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