CyberAgent has begun providing "AI Phone Agent," its AI-driven automated telephone support service, to local governments across Japan for handling government services, such as issuing Individual Number Cards (My Number Card), providing information on waste disposal, and answering tax-related inquiries. The versions provided are: "Individual Number Card AI Phone Agent," "Waste Info AI Phone Agent," and "Tax Info AI Phone Agent."
Enhancing telephone support, which is in high demand by local governments, takes significant time and money because it normally requires securing personnel and training them. By automating telephone support through the use of AI, we make it possible to set up highly convenient and satisfying public services while minimizing costs, such as the cost of operating a 24/7/365 call center.
The AI-driven automated AI phone support services that CyberAgent offers are available 24/7/365, provide accurate information, and can connect to multiple callers simultaneously to handle callers without wait times.
AI Phone Agent can also react and respond to multiple verbal expressions and handle calls with almost the same level of flexibility as a human. For example, if the caller's desired date and time are not available, it can suggest alternative dates and times via verbal dialog. CyberAgent continues to work on various service improvements to make them more convenient for citizens, such as making it easier to confirm the date and time of an appointment by sending details via SMS after accepting the appointment.
Examples of Services
- Appointments and inquiries regarding COVID-19 vaccinations
- Appointments for consultations on tax reporting and residents' tax returns
- Information on the issuance of My Number Cards (national identification number)
- Inquiries during a large-scale disaster
- Information on garbage procedures, etc.