"COTOHA's merit is that it is an IT system, this means that when a customer calls and makes an inquiry the AI will analyze what he said and understands its meaning, and AI will reply to him with the correct answer," said Yasuhiro Mitake of NTT Communications.
Another merit is that AI does not have a limit for working hours like human being, so it can work for 24 hours in a day, 365 days in a year replacing the human operator to give correct answer to the customer.
When the AI cannot handle the customer's inquiry, it will connect the customer to the operator. In this way, it is working as connection bridge between the operator and the customer.
"AI enables to increase the effectiveness of call center, at the same time even if the company wants to increase working hours of call center there will be no extra cost to use AI system," said Yauhiro Mitake of NTT Communications.
"From customer's point of view, AI can answer questions that the customer may be reluctant to ask the human operator. Also, the customer will get correct answers whenever he calls in midnight or early morning," he added.
"For AI technology, understanding the language is the biggest challenge. The technology is still far from being perfect but its capability to understand is rising as it enhances the accuracy every day through communication with the customer," he continued.
"Now, we have to let AI learn through collecting answers from human knowledge, but in the future, AI will develop autonomously by self-learning and memorizing the existing texts, manuals, and websites automatically," Mitake added.
The progress of AI technology solves the challenge of the customer support service industry, and bring more benefits for social life.
(This story has not been edited by Business Standard staff and is auto-generated from a syndicated feed.)
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