近年、AI技術の発展により、音声を用いたお客様との対話システムが実用化されてきている。ドコモでは、この音声対話システムを電話でのお問合せ窓口に導入することで、音声認識によりお問合せ通話を適切な専門センタへ転送することが可能な「音声認識IVR」システムを開発した。これにより、番号入力操作の削減や待ち時間削減によるお客様満足度の向上や、オペレータの応対効率化につなげる。本稿では、音声認識IVRの導入経緯とその仕組みについて解説する。
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