Fujitsu has announced the launch of Fujitsu Business Application Operational Data Management & Analytics Digital Agent for call centers. It’s a cloud service that uses Artificial Intelligence (AI) to automatically respond in a chat-based format to queries from the customers contacting the call centers. The sales will commence in Japan between June and September 2017.
This digital agent uses Fujitsu’s advanced learning AI technologies to load the FAQs and responses to queries accumulated within a company. This helps in accurately understanding the input text of the query to find the correct answer. Moreover, the system automatically learns natural conversation from conversation records.
The system also goes through the conversation records and utilizes Fujitsu’s experience regarding Grammar and manner so as to use it while responding to the queries. It helps in handling operations in a way that puts users to ease. This service resolves a lot of issues faced by the call centers like the cost of training, insufficient personnel, as well as offers user convenience as the answers are available 24 x 7.
• The system uses AI to study the FAQs and accumulated responses to recognize the query text input with high accuracy.
• The service is capable of flexibly responding to a natural conversation other than the queries for users’ convenience.
• It offers a conversational experience to put the users at ease by incorporating customer support and ways of speaking developed by operators.
Fujitsu is the leading Japanese information and communication technology (ICT) company offering a full range of technology products, solutions, and services. Approximately 155,000 Fujitsu people support customers in more than 100 countries.
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