- Based on highly natural conversations with customers, the service will be able to complete a wide range of incoming requests as well as help to diagnose and resolve customer problems.
- In cases where a customer's request is vague, the service will query them for more information to diagnose the problem fully. The service's high level of accuracy will eliminate the need to repeatedly ask the caller for confirmations (for example, "If this is correct, please press 1."). It also will generate questions flexibly, thereby freeing customers from being forced to follow a rigid rule-based dialogue.
- If a problem or request cannot be resolved automatically, the service will transfer the call to a live operator. Moreover, it will use AI to learn from the operator's response and apply this knowledge when responding to similar situations in the future. This efficient learning cycle will enable the service to become increasingly efficient over time.
- The service will be able to initiate follow-up action at the caller's request, such as revising information in an application, correcting a billing error or changing various settings by connecting to the user-company's enterprise system.
NTT Com also plans to adapt the service for other AI systems, such as the semantic search technology at its own customer support and contact centers, which is provided by Inbenta, a provider in natural-language processing and AI powered technologies. NTT Com also plans to collaborate in service development with partner enterprises, including companies providing consulting or customer relationship management (CRM) services.Going forward, NTT Com expects to offer related services in various fields, leveraging both AI and the company's highly safe and reliable cloud environment built with carrier-level quality. About NTT Communications CorporationNTT Communications provides consultancy, architecture, security and cloud services to optimize the information and communications technology (ICT) environments of enterprises. These offerings are backed by the company's worldwide infrastructure, including the leading global tier-1 IP network, the Arcstar Universal One™ VPN network reaching 196 countries/regions, and over 140 secure data centers worldwide. www.ntt.com | Twitter@NTT Com | Facebook@NTT Com | LinkedIn@NTT Com