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transcosmos to Launch Interactive Inquiry System to Realize Cost Reduction in Customer Inquiries

An Intelligent Knowledge Navigator Will Be Used to Promote Improvement of the User’s Convenience and Self Resolutions. transcosmos Will Also Expand Corporate Customer Support Service Utilizing LINE Business Connect

October 15, 2015

transcosmos inc.

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) has started installation of an interactive inquiry system for an automated response service “L-connect” utilizing LINE Business Connect offered by LINE (Headquarters: Shibuya-ku, Tokyo; CEO: Takeshi Idezawa; hereafter, LINE).

“L-connect” is a service to provide the most appropriate responses automatically based on the information within the website and Frequently Asked Questions (FAQ) knowledge data utilizing search and crawling technology of probo (*) for questions sent by the users via LINE chat.
(*) probo (http://www.bsearchtech.com/products/probo.html) is a service offered by Business Search Technologies Corporation which enables corporations to implement a comprehensive website search platform including information collection by crawler, search index preparation in multiple languages, and the search server to return the search results, in the ASP/SaaS format easily, safely, and flexibly.

Users can easily ask questions through LINE chat when it is difficult to reach the call center due to the call volume and receive replies immediately. On the other hand, corporations can create new opportunities to interact with the users who have gone away from the website. Also by adding LINE to the inquiry channels, it would promote increased convenience for the users and their self-resolution capabilities, contributing to reduction of calls received at the call center.

About L-connect System

Campaign entry flow chart using receipt campaign platform

Equipped with an interactive function which allows for problem solving through LINE, cost reduction for call centers, and improve the FAQ usage ratio on the website!

“L-Connect” is a service where users can find Frequently Asked Questions (FAQ) for their questions and/or problems through the official LINE accounts opened by the corporations. Users, when faced with problems, can receive FAQ and answers to their questions by merely sending their questions to the corporations’ official LINE accounts on their chat screen such as, “how much is the shipping?” and “the power switch cannot be turned on.” It is capable of collecting existing FAQ already published on the website support page automatically and tune the dictionary so that the appropriate answers could be provided. Therefore, the corporations could reduce the number of calls received at the call centers and increase the usage ratio for the support page published but not being used. Moreover, by providing choices to the users’ questions and by having them select the information they would like to know, more accurate replies can be made with the interactive function installed. By having the corporations prepare simple settings for the interactive questioning, the conversational interface unique to LINE could securely lead the users to the solutions to their problems.

“L-Connect” Interactive Response System Concept

“L-Connect” Interactive Response System Concept

For questions from the users, multiple choices are given, making an inquiry. Based on the selected answers out of the choices, further questions can be asked, and/or the applicable answers and FAQ can be sent back to them.

In addition, it is possible to use both “Omni-Channel Support Powered by LINE Business Connect” which transcosmos has been offering since December 2014 and “L-Connect.” Through this, users could use “L-Connect” when they want to self-help and “Omni-Channel Support Powered by LINE Business Connect” when they need to ask questions to the operators via LINE Talk.

Pricing:

  • Initialization cost: 600,000 yen
  • Monthly usage fee: 300,000 yen and up (usage fee varies depending on the usage terms and conditions)

* In addition to the above price, LINE Business Connect usage fee will be incurred.

transcosmos provides a comprehensive service for corporations from marketing to support, including customer support and coupon issuance service utilizing LINE Business Connect currently in operation and other services based on vast official account management know how and experience in creating stamps.

For reference and consolidated service for LINE: (https://www.trans-cosmos.co.jp/special/digitalmktg/line.html)

Related Services

* transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.

About transcosmos inc.

transcosmos launched operations in 1966. Since then we have combined superior “human resources” with up-to-date “technological” capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.). transcosmos continues to pursue operational excellence by providing these services through our 148 locations in 25 countries with a focus in Asia. Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients’ excellent products and services to consumers in 34 countries. transcosmos aims to be the “Global BPO Partner” of our clients to provide them with high quality BPO services on a global scale.

Inquiries from the media should be forwarded to

transcosmos inc. Public Relations & Advertising Department
Mail: pressroom@trans-cosmos.co.jp

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