News : transcosmos to Launch Messaging App/ Bot Customer Communication Services
Tokyo, Japan, Aug 2, 2016 -- transcosmos inc. announced that it will implement bot-based service for its customer communication services via messenger apps including LINE and Facebook Messenger. transcosmos releases the service from this autumn for "FUJIMAKI hyakkaten", an e-commerce website operated by caramo, Inc. (Headquarters: Tokyo, Japan; President and COO: Ryo Nakamura; hereafter, caramo), a wholly owned subsidiary of the company.
The new service links, a platform for building bots, developed by Reply, Inc. (Headquarters: New York, USA; Founder & CEO: Omar Pera, Founder & COO: Pablo Pera), with messenger apps such as LINE and Facebook Messenger, and automates conversation with customers while enabling the human operators to take over the conversation at any time when needed. With the automated service, the client companies can support their customers without any waiting time while reducing the labor costs.
The company plans to integrate Japanese NLP engine to respond to customer inquiries and to provide information in more natural Japanese (from after September). It also plans to implement a mechanism which enables existing customers to easily subscribe their favorite items (by March next year).
For bot designing and tuning, transcosmos taps into its expertise in "FAQ Consulting Service". The dedicated facilitators, who are well-versed in social media operations, provide communication services that exceed the customers’ expectation after taking over the conversation from bot.
Bot is considered to have huge potential to become a powerful supporting tool in e-commerce. transcosmos endeavors to gain experience and technical skills through operating chat-bot for FUJIMAKI hyakkaten, and ultimately to apply the learned know-how to other services for its client companies.
Posted by Veronica Silva Cusi, news correspondent
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Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of transcosmos' 40 years of experience in various industries and business models, we can contribute to your company by promoting rapid automation and cost reductions. Further, by adding features such as outbound calling that expands sales, we aim for major positive innovations for your marketing strategy.
Published: Wednesday, August 3, 2016