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

#contactcenterworld

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."

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"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.

#contactcenterworld

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


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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Today's Tip of the Day - Capability And Reliability

Read today's tip or listen to it on podcast.

Published: Wednesday, August 10, 2022

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2022 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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