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


Tokyo, Japan, Aug 8, 2022 -- JCB Co., Ltd., an International payment brand in Japan, and Kyndryl (NYSE: KD), an 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 analyzes a customer’s speech with AI, then responds or automatically connects the customer to an appropriate operator. 

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

"We are honored 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 center 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 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 centers 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.


Posted by Veronica Silva Cusi, news correspondent
Source: https://www.kyndryl.com

Date Posted: Wednesday, August 10, 2022

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