Digitalization has advanced, spreading to all industries.Companies are required to improve marketing efficiency and strengthen engagement with customers more than ever by utilizing digital technology.Promoting emotional value through the customers service user experience is important and contact centers play a key role in the experience as customer contact points for companies.However, contact centers currently face a mountain of problems, including labor shortages, support for diversifying channels, and the need to improve efficiency by making use of AI.To solve these problems, Fujitsu has started offering the Customer Engagement Solution CHORDSHIP, a contact point sophistication solution.The CHORDSHIP Digital Agent, which is at the core of CHORDSHIP, is equipped with an AI technology ideal for contact centers: conversation-machine learning hybrid AI.Its biggest feature is the capability to deliver highly accurate automatic answers simply by using existing FAQ data, in addition to its realization of support for diversifying channels and 24/7 service availability.This paper outlines the contact point sophistication solution offered by Fujitsu and describes the AI chatbot technology behind the solution.
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