Zendesk supports DX promotion at TEPCO Energy Partner's customer center

Category: Product service

Release issuance company: Zendesk Co., Ltd.

Zendesk Co., Ltd. (Headquarters: Chuo -ku, Tokyo, Chuo -ku, Tokyo (Headquarters: Chuo -ku, Tokyo, Chuo -ku, Tokyo), which provides 1 million calls per month in Omni -channel, in cooperation with AI services, etc., to enhance and enhance the efficiency and sophistication of operations. Representative Director: AMY Foo) is TEPCO Energy Partner Co., Ltd. (Headquarters: Chuo -ku, Tokyo; President: Akimoto Nobuhide) aiming for a full -scale digital transformation (DX) of the customer center, utilizing Zendesk solutions. I will announce that I am. As a result, the company has promoted an omni -channel for inquiries, and has achieved efficiency and sophistication of operations through cooperation with internal systems and AI services. Background of introduction consideration, Tokyo Electric Power Group's retail electricity business and retail gas business company TEPCO Energy Energy Partner is a company that continues to be selected in the era of electricity liberalization, so the company promotes the company to "strengthen sales power". And aiming to improve the efficiency of operations. With the diversification of the channel required by customers, and the web -based interaction increases, thousands of operators are always in operation at the company's customer center, and only 1 million huge inquiries per month are compatible with telephone channels. rice field. The conventional system developed in -house determines that it is difficult to suppress power in power by effective self -service and improve the efficiency of response after entry, so we have decided to review the existing environment from both the efficiency of operations and the advancement. did. When selecting the evaluation point solution at the time of introduction, it can be operated on the cloud from the viewpoint of BCP, and while continuing the conventional operation, a small environment is prepared separately from the existing environment and the verification is promoted quickly. It was assumed. The company, which also assumed the utilization of AI technology such as voice recognition technology and chatbot, is also a solution that is easy to make in -house because it is a quick verification in cooperation with multiple services specialized in each area. I focused on it. Zendesk solutions are particularly highly evaluated as a quick launch, intuitive and easy -to -understand UI, and abundant API linkage functions. While the trends of business and IT technology are constantly changing, it is essential that not only specific technology but also flexible cooperation with various systems and services is essential, and Zendesk's flexibility is the company's DX project. It was evaluated as promoting. Introduction effect TEPCO Energy Partner started the introduction of Zendesk in October 2019, and started verification of inquiry systems using Zendesk in February 2020. First of all, we started using Zendesk from the migration of the FAQ page, followed by the introduction of Zendesk chat, LINE linkage, and the reception system for telephone reception, and gradually expanded the introduction in channel units. The following points are mainly evaluated as the introduction effect.・ Improvement of FAQ search accuracy: By consolidating the distributed FAQ so that it can be managed collectively with Zendesk, the convenience of customers and the operation efficiency of articles have increased. 0 hits that were about 50 % (no search results) by linking Zendesk and IBM Watson Discovery to improve search accuracy, not only the unity of strings, but also AI takes the customer's intentions and returns search results. ) The ratio is greatly improved to about 10 %. The number of browsing of FAQ pages increased from 400,000 to 1 million per month.・ Improvement of work efficiency by chat and LINE: AI chatbot built using IBM Watson Assistant is linked with Zendesk chat. The number of tickets via the chatbot is about 15,000 a day, and the number of tickets received by operators by chat is about 1,500. Satisfaction with customer response exceeds 90 %. The productivity of the operator is also more than doubled to about 3 cases per hour for telephone calls, 6 or more in chat. From November 2020, LINE was added, and inquiries from LINE were also available on Zendesk. In cooperation with the core system, it is possible to identify the contract information based on the contents of chat and LINE, and take over the contract information to operators. Whatever the channel, all exchanges are aged into Zendesk.・ Shortening of telephone response time: Cooperation with Amazon Connect, a cloud -type contact center service. In the existing environment, the management and inquiries of call recording data were completely divided, and I was searching for call recording data relying on memos, but Zendesk got tickets on Zendesk when incoming, and call recording data is a ticket. It is smooth to look back and re -listen to the reception because it remains on top. Currently, the company is aiming to reduce the time of service by collaborating with the voice response service, and aims to shorten the response time. In addition, we are promoting the efficiency and sophistication of operations by linking Zendesk with Slack, in -house system, and proprietary apps. Click here for details (https://www.zendesk.co.jp/customer/zendesk-tepco/). In response to the clarification of the effects of each channel through future prospects, the TEPCO Energy Partner will gradually increase the application range of Zendesk. In the future, by building a customer authentication mechanism to identify individuals as a secure, further enhancing customer convenience, and promoting useful information through a wide range of cooperation with the core systems, "to customers. We aim to expand the service that will be close to you. ■ About TEPCO Energy Partner TEPCO Energy Energy Partner is responsible for TEPCO Group's retail and retail gas business. An era where customers can freely choose power companies. Deliver electricity stably and seriously respond to various wishes. We value the relationship with customers more than ever, and we will evolve into a good partner of energy services. Actively propose not only electricity but also the burden on the entire energy of customers. Follow business, living and living dreams with various new services. And to enhance the connections with customers on Face to Face, telephone and web, and expand the detailed services throughout Japan. With the world's highest quality energy and services, we will continue to support happy living, corporate growth, and the future of customers. That is our wish, aiming for a "Mirai -type infrastructure company". Https://www.tepco.co.jp/■ About Zendesk -Champions of Customer Servicezendesk believes that all good relationships with customers are born from conversation, and solutions to build better relationships with customers. Designed a customer service software company. From large companies to startup companies, powerful and innovative customer experience, regardless of size, industry, or business goal, should be reached by all companies. Zendesk provides services to more than 160,000 customers in more than 30 languages. We have headquarters in San Francisco and have offices around the world. See www.zendesk.co.jp for details. Corporate press release to details to PRTIMES

* Prices, specifications, services, etc. of the products described in the news release are as of the date of announcement.Please note that it may be changed without notice.