Responds to end-user inquiries in natural language, thereby
ensuring high-quality customer experience
TOKYO, May 8, 2024
/PRNewswire-PRWeb/ -- transcosmos operates web & app
development and contact center businesses, both with one of the
largest networks in Asia. The
company also provides TCI-DX for Support - its proprietary digital
transformation (DX) platform that helps clients optimize customer
experience (CX) at every touchpoint between businesses and
customers - on a global scale. Leveraging customer voices (VoC:
voice of the customer) that the company receives directly through
its contact centers, as well as VoC on social media sites and
platforms, TCI-DX for Support nearly doubles the self-service
completion rate on websites and apps. At the same time, with a
seamless combination of a hybrid chat channel and call centers, the
service boosts productivity three times as high as that of manned
call support services. Ultimately, TCI-DX for Support enhances
end-user convenience while optimizing clients' costs.
Just by updating knowledge for GenAI, T-GPT
can respond to inquiries based on the latest information, thereby
enabling businesses to increase the bot-service completion rate as
well as reduce operational costs on an ongoing basis.
Now, consolidating its know-how in customer services gained
though operating one of the largest networks of call centers in
Asia, transcosmos has developed
and added T-GPT - a chatbot powered by generative AI (GenAI) - to
TCI-DX for Support.
With T-GPT in place, the hybrid chat services respond to
end-user inquiries in natural language at any time. Moreover, a
seamless handover from chatbots to chat agents ensures high-quality
CX consistently. Japan is the
second country where T-GPT is available, following South Korea. transcosmos plans to expand the
service coverage across the globe.
(Flowchart 1)
TCI-DX for Support: Enhance end-user convenience and optimize
clients' costs at the same time
(boost the self-service completion rate and productivity)
transcosmos GenAI initiatives in the customer support domain
transcosmos is proactively leveraging GenAI to enhance its contact
center outsourcing business. With the power of this advanced
technology, transcosmos drastically cut the time required for a
range of operations. For example, time for escalation from an agent
to a supervisor went down to 38% of the time without the service,
and the time for an agent to make a customer support log was down
as low as to 17%.
With the purpose of increasing the end-user self-service rate,
transcosmos consolidated its technical and operational know-how
gained through GenAI research and testing performed in customer
support business process, and developed and integrated its
proprietary GenAI chatbot T-GPT into its hybrid chat support
solution.
(Flowchart 2) Hybrid chat service with T-GPT, chatbot powered by
GenAI (for illustration purposes only)
GenAI powered chatbot T-GPT: Key features
The problems with traditional scenario-based chatbot services
include operational burden on end-users, making end-users end the
talk before solving issues. T-GPT helps clients to swiftly present
the right response to an end-user enquiry made in natural language.
In addition, with its ability to summarize and create a response
referring to multiple business knowledge bases, it is highly
effective in supporting inquiries that require checking various
business knowledge bases such as FAQs. As a result, T-GPT helps
businesses reduce end-users' time to solve their problems and boost
user satisfaction.
Looking at the operational side, the traditional maintenance
process requires businesses to review and update chatbot response
scenarios comprehensively. T-GPT also addresses this process. Just
by updating knowledge for GenAI, T-GPT can respond to inquiries
based on the latest information, thereby enabling businesses to
increase the bot-service completion rate as well as reduce
operational costs on an ongoing basis. Moreover, all these GenAI
chatbot features can be handed over to chat agents seamlessly,
enabling businesses to offer a consistent customer support
experience to end-users without disrupting the experience.
GenAI-powered TCI-DX for Support: Next steps
Starting from 85 clients located in Japan that outsource the entire management of
customer touchpoints across web & apps, hybrid chat, and call
centers, transcosmos will gradually increase T-GPT clients with a
goal of 300 clients on a global scale by the end of March 31, 2026. At the same time, transcosmos
will elevate T-GPT to a more valuable solution for clients by
adding GenAI-powered features that help increase agent service
productivity as well as enhancing overall contact center
operations.
Related press release
transcosmos develops GenAI-powered chatbot T-GPT in South Korea (March 29,
2024)
https://www.trans-cosmos.co.jp/english/company/news/240329.html
- transcosmos is a trademark or registered trademark of
transcosmos inc. in Japan and
other countries.
- Other company names and product or service names used here are
trademarks or registered trademarks of respective companies.
About transcosmos inc.
transcosmos launched its operations in 1966. Since then, we have
combined superior "people" with up-to-date "technology" to enhance
the competitive strength of our clients by providing them with
superior and valuable services. transcosmos currently offers
services that support clients' business processes focusing on both
sales expansion and cost optimization through our 182 bases across
35 countries/regions with a focus on Asia, while continuously pursuing Operational
Excellence. Furthermore, following the expansion of e-commerce
market on the global scale, transcosmos provides a comprehensive
One-Stop Global E-Commerce Services to deliver our clients'
excellent products and services to consumers in 46
countries/regions around the globe. transcosmos aims to be the
"Global Digital Transformation Partner" of our clients, supporting
the clients' transformation by leveraging digital technology,
responding to the ever-changing business environment. Visit us here
https://www.trans-cosmos.co.jp/english/
Media Contact
transcosmos inc., transcosmos inc., +81-3-6709-2251,
pressroom@trans-cosmos.co.jp,
https://www.trans-cosmos.co.jp/english/
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SOURCE transcosmos inc.