Have you ever experienced the following concerns?
Our contact center is always understaffed. Generative AI could help streamline operations by helping with knowledge searching and providing answers.
Registering response histories in the CRM system and other ACW is taking too long I want to try using AI to create summaries and provide insights.
I want to incorporate chat bots into channels. Scenario type? AI type? There are many variations to choose from, and I end up confused...
We provide FAQs, but their rate of use has not gone up, and the number of inquiries is not going down. We hope to improve search accuracy.
FAQ preparation and maintenance is time-consuming. I wonder if there is a way to use AI to streamline the process, in addition to prompting users to solve issues on their own.
We are told to incorporate customer feedback, but I have no idea about how to analyze it. I wonder if generative AI could be of some help.
Features of FastGenie
What can be achieved by combining generative AI-powered functions to boost contact center efficiency with FastSeries products? Introducing the features provided with FastGenie, a suite of generative AI functions.
Streamline customer response to almost eliminate ACW
- Generative AI summarizes dialog details in real-time and automatically enters it into the system to greatly reduce after call work time (ACW)
- Inquiry tags, categories, and other details are automatically identified based on dialog details. This reduces time spent hesitating over a decision and standardizes input methods
Assist answers to prevent reliance on individual expertise
Aid workflow optimization to prevent errors and for smoother onboarding
- AI assistance for searching FAQs/knowledge items, preparing candidate answers, or editing and translating answers when operators are in calls or responding to emails or chat messages
- Improve the quality of responses up to a set level, even for new employees
Improve customer convenience through channel enhancements
- Generative AI responses to customer inquiries using a chat bot
- Generative AI support in preparing FAQs
- Facilitates the building channels that customers find easy to use, and aids self-resolution of issues"
Reduce VOC analysis/FAQ creation workload through automated data generation and sorting
- Assistance for burdensome pre-analysis tasks, including data and content preparation and sorting
- Generative AI-assisted FAQ creation
- Frees up time for operators to use data, and to focus on implementing customer response measures
Generative AI provides across-the-board support for contact center operations
To utilize generative AI effectively, it is important for screens to be intuitive and designed to limit errors. FastGenie integrates with FastSeries seamlessly in an effort to enhance usability.
Main Features
Agent assistant function
"This function provides answer suggestions for queries, automatically generates answers, and edits, rephrases, and translates answers to email and chat messages.
Agent Assistant can be used in a way that is tailored to your operating requirements."
Real-time dialog summary function
FastGenie uses speech recognition to summarize the details of customer interactions, and posts these to the CRM system. You can set the length of the summaries, and customer harassment options.
Inquiry category/tag auto-judgment and post functions
Reduce thinking time by having FastGenie automatically determine inquiry details and post it to the CRM system. This also ensures consistency in the detail entries needed for VOC analysis.
Advanced VOC extraction function
VOC is fully extracted, resulting in better insights and enhanced support for FAQ creation.
Generative AI chat bot function
Equipped for natural language interactions, the AI understands what you mean and can generates an appropriate response, even for complex inquiries.
Create FAQ support function
The generative AI extracts candidate FAQs based on files—such as manuals—and response history details. This significantly reduces the time required to create FAQs, and facilitates standardized knowledge creation. Knowledge candidates can also be generated from tickets not replied using existing knowledge items and documents such as manuals and regulations. Can easily compare generated knowledge candidates with existing knowledge items.
Search FAQ accuracy enhancement function
This feature allows users to use natural sentences such as “I want...” in the FAQ system. Even when words and keywords in queries vary, the system interprets their meaning and intent to deliver FAQ results that meet user expectations.
Customer insight function
This feature analyzes customer response histories and CRM data to identify customer characteristics, uncover trends, and suggest improvements. It delivers insights to enhance service quality and contact center performance. These functions will be released in the future. Please inquire for further details.
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Case Study
FastHelp realizes center management and company-wide use with an emphasis on the customer's point of view
The integration of multiple channels significantly reduces management man-hours.
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Related Products/Solutions
FAQ Knowledge Systems
FastAnswer is an FAQ knowledge system provided by TechMatrix. This optimizes responses to “Frequently Asked Questions” and streamlines customer service operations, the preparation, search, and management of large volumes of FAQ and knowledge items.
- #Knowledge management
- #Customer service quality management
- #Generative AI
Contact Center CRM Systems
FastHelp is a CRM system provided by TechMatrix that specializes in contact center use across a broad range of industries and sizes. This leverages integrated management of customer information and omni-channel support to streamline operations.
- #Customer management
- #Customer service quality management
- #Information analysis and sharing
- #Voice
- #Generative AI
Frequently Asked Questions
Frequently asked questions from users considering FastGenie (generative AI functions). For other frequently asked questions that could not be published here, please see our Frequently Asked Questions website, or submit an inquiry using the Inquiries form.
FastGenie is provided as a cloud service. Additionally, FastGenie is not offered as a standalone service, but is provided as part of the FastSeries products and services package (currently, FastHelp (contact center CRM system) and FastAnswer (FAQ knowledge system)).
Pricing varies depending on functionuse, frequency of use, and knowledge volume. Please contact us for a personalized quote based on a PoC (proof of concept) for your operating environment. The PoC period lasts for around three months. For detailed inquiries and PoC requests, please contact us via the Request Form.
FastGenie functions are embedded within the FastHelp (contact center CRM system) and FastAnswer (FAQ knowledge system) screen, eliminating user input, such as copying and pasting. Featuring intuitive operability, FastGenie helps unlock the full potential of generative AI in a contact center environment.
The summary feature enables automatic posting of even detailed category items, significantly reducing ACW. A broad range of summary menu functions are available, from operator ratings to customer harassment checks, and prompt editing is available.
FastGenie provides a diverse range of functions used to streamline contact center operator and administrator tasks and improve the customer experience (CX). With a record dating back to 1996, TechMatrix provides contact center-ready features that work seamlessly across industries.