- Language media analysis
Automated Evaluation of Communication Skills for Call Center Communicators Using Generative AI
New technology to overcome challenges in the call center industry.
- In order to maintain the quality of service provided by call center operators, we have developed an evaluation system that utilizes voice recognition and generative AI.
- Traditional human evaluations were time-consuming and had issues with evaluation variations, but generative AI has made it possible to perform automatic evaluations based on criteria, improving the accuracy and efficiency of evaluations.
- We are currently conducting demonstration experiments within and outside the Toshiba Group.
Applications
- Direct contact with customers (ex call center, counter operations, chat support)
Benchmarks, strengths, and track record
- By utilizing generation AI, we can provide evaluations that are less blurred than humans by making all calls and creating advice automatically. There are examples of application in demonstration experiments regarding quality evaluation of contact centers in actual operation.
Inquiries
RECAIUS inquiry site (In Japanese)
Please include the title “Toshiba AI Technology Catalog: Call center response quality evaluation using Gen AI” or the URL in the inquiry text.
Please note that because this technology is currently the subject of R&D activities, immediate responses to inquiries may not be possible.
