Press Release: FastSeries Unveils “FastGenie” Generative AI Features Boosting Contact Center Efficiency with Response Support and Conversation Summarization

Article

January 21, 2025

Techmatrix Corporation
(Tokyo Stock Exchange Prime / Securities Code: 3762)

Techmatrix Corporation (Headquarters: Minato-ku, Tokyo; President: Takaharu Yai) has announced the release of a suite of generative AI features called “FastGenie” available for their contact center solution, FastSeries.

FastGenie leverages advanced generative AI technologies, such as Amazon Web Services (AWS)’s Amazon Bedrock and Mobilus Corporation’s MooA, to provide sophisticated generative AI functions tailored for contact centers.

■Generative AI Features Provided by FastGenie

  • Suggestion, correction, and translation of potential responses for inquiries
  • Real-time dialog summarization
  • Automatic extraction of FAQ candidates and Voice of Customer (VOC) analysis
  • Natural language search of FAQs and automatic generation of responses
  • AI chatbot

Contact centers need to efficiently handle large volume of inquiries while collecting and analyzing VOCs. However, organizing a large amount of information properly and responding quickly is not easy. FastGenie reduces the workload of operators and managers.

Operators can receive highly accurate response support through natural language knowledge search for customer inquiries, resulting in reduced response time and improved response quality. In addition, the content of customer dialogues is accurately converted to text, and the dialogues are quickly summarized and classified in detail before being registered in the CRM system. This reduces the effort required to enter response histories and significantly reduces After-Call-Work time.

With FastGenie, all contact center response histories are accurately classified and stored, enabling highly accurate VOC analysis. From accurate response histories and detailed classification information, knowledge managers and VOC analysts can extract FAQ candidates, VOC, create knowledge data, and extract customer insights, reducing their workload and burden. This creates new value in contact center operations.

Moreover, highly accurate FAQs and AI chatbots powered by RAG technology reduce the number of inquiries to the contact center. This promotes self-service for customers, resulting in an improved Customer Experience (CX).

In this way, FastGenie brings significant advancements to the operational efficiencies and CX improvements that FastSeries has historically achieved across all contact center operations.

Techmatrix is committed to delivering innovative solutions to the contact center industry. We are proud that the release of FastGenie will help our customers improve their business performance and enhance and develop customer service within their organizations.

For more details on the generative AI feature set FastGenie, please visit:
https://fastseries.jp/product/ai/fastgenie/

■Overview of FastSeries
FastSeries is a comprehensive term for a range of solutions that combine the contact center operation know-how of top domestic companies. It includes the versatile contact center CRM system “FastHelp5,” the FAQ knowledge system “FastAnswer2,” and digital communication tools such as the visual IVR “FastNavigation,” voice bot “FastVoice,” chatbot “FastBot,” and live chat system “FastText.” Additionally, it encompasses the CRM system “FastHelp Pe” specifically designed for pharmaceutical inquiry operations, the civic voice and public hearing system “FastHelp Ce,” and the knowledge system for pharmaceutical companies “FastAnswer Pe.” These solutions balance advanced customer experience and operational efficiency.

For more details on FastSeries, please visit:
Japanese: https://fastseries.jp/
English: https://fastseries.jp/en/
Thai: https://fastseries.jp/th/

■Overview of Techmatrix Corporation

Techmatrix (TSE Prime: 3762) operates three main business segments: the “Information Infrastructure Business,” which provides optimal IT infrastructure and IT lifecycle services in a one-stop manner tailored to customer needs; the “Application Services Business,” which addresses customer issues by offering applications that implement accumulated business know-how; and the “Healthcare Systems Business,” which aims to build a healthcare information infrastructure supporting a healthy society under the theme “Medical Information for Everyone, and for the Future.” We support the transformation and enhancement of our customers’ business models and competitiveness.

In the contact center field, we offer the contact center CRM system / FAQ knowledge system “FastSeries,” which boasts top-class adoption in Japan.

For more details on Techmatrix, please visit: https://www.techmatrix.co.jp/index.html

＜Contact Information for This Press Release:＞
Techmatrix Corporation CRM Solutions Division
CRM Solutions Promotion Department, Marketing Section
Attn: Nakajima, Kashiwagi
E-mail: crm@techmatrix.co.jp
URL: https://fastseries.jp
TEL: 03-4405-7836 / FAX: 03-6436-3536

*The company names and product names mentioned in this document are trademarks or registered trademarks of their respective companies.