New York, NY – December 3, 2015 – IPsoft is working with NTT Communications Corporation (NTT Com), the ICT solutions and international communications business within the NTT (NYSE: NTT) Group, to enable the launch of a cognitive agent service support in the summer of 2016. The service will leverage artificial intelligence (AI) to interact with customers, in English and Japanese, and learn from experiences to successively upgrade the quality of customer experience provided through NTT’s Contact Center services.
In combination with IPsoft’s artificial intelligence platform, Amelia, NTT will be delivering its new cognitive agent service using advanced Japanese-language processing technology that NTT Media Intelligence Laboratories has been developing for four decades.
The cognitive agent service will use cloud-based AI to automate initial responses to customers who contact a service center in search of support or to make a purchase. Large enterprises who use the service will be able to ensure they provide a high-quality 24/7 response to their customers while refocusing employee workloads on higher value activities. The service will initiate actions to complete a caller request, for example, issuing invoices, sending emails or mailing documents.
Prior to launching a commercial service, NTT Com will invite enterprises to participate in Proof of Concept (PoC) testing from February 2016.
- • Based on highly natural conversations with customers, the service will be able to complete a wide range of incoming requests as well as help to diagnose and resolve customer problems.
- • In cases where a customer’s request is vague, the service will query them for more information to diagnose the problem fully. The service’s high level of accuracy will eliminate the need to repeatedly ask the caller for confirmations (for example, “If this is correct, please press 1”). It also will generate questions flexibly, thereby freeing customers from being forced to follow a rigid rule-based dialogue.
- • If a problem or request cannot be resolved automatically, the service will transfer the call to a live operator. Moreover, it will use AI to learn from the operator’s response and apply this knowledge when responding to similar situations in the future. This efficient learning cycle will enable the service to become increasingly efficient over time.
- • The service will be able to initiate follow-up action at the caller’s request, such as revising information in an application, correcting a billing error or changing various settings by connecting to the user-company’s enterprise system.
Going forward, NTT Com expects to offer related services in various fields, leveraging both AI and the company’s highly safe and reliable cloud environment built with carrier-level quality.
To learn more about how Amelia can improve your business operations and client interactions, please visit ipsoft.com/amelia.
IPsoft automates IT and business processes for enterprises across a wide range of industries. Through its portfolio of world leading autonomic and cognitive solutions it provides services that allow its clients to secure competitive advantage. Headquartered in New York City, IPsoft has offices in 15 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the world’s largest IT services providers.
About NTT Communications Corporation
NTT Communications provides consultancy, architecture, security and cloud services to optimize the information and communications technology (ICT) environments of enterprises. These offerings are backed by the company’s worldwide infrastructure, including the leading global tier-1 IP network, the Arcstar Universal One™ VPN network reaching 196 countries/regions, and over 140 secure data centers worldwide.
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NTT Communications Corporation