NTT Marketing Act ProCX 將為神戶市稅務部導入生成式AI語音客服系統，目標是將超過70%的例行性諮詢自動化，以減輕職員負擔並提升市民服務品質。
NTT Marketing Act ProCX公司獲選為神戶市稅務部「活用生成式AI自動語音應答服務之稅務部電話諮詢改善業務」的承包商。此計畫結合了該公司基於VOC（顧客心聲）分析的FAQ設計，以及AI Shift公司的生成式AI電話應答服務「AI Worker VoiceAgent」，目標是為每年處理約40萬通電話的神戶市稅務部，將特定稅務項目的70%以上例行性諮詢實現自動化應答，以減輕職員負擔並提升市民服務品質。先前為期三個月的試辦導入已成功達到超過65%的自動應答率，因此決定正式全面導入。此專案將於2026年6月中旬至2027年3月31日期間實施。
FACT BOX · 重點整理
- 來源：PR TIMES
- 分類：New Contract
常見問題
What is the main goal of this project?
The project aims to automate over 70% of routine telephone inquiries for certain tax types at the Kobe City Tax Department, thereby reducing the workload on staff and improving the quality of service for citizens.
Which companies are involved in this implementation?
NTT Marketing Act ProCX is the primary contractor, implementing the 'AI Worker VoiceAgent' service, which utilizes generative AI from AI Shift Inc.
Why did Kobe City decide on a full-scale implementation?
A successful three-month trial period demonstrated high performance, achieving an automated response rate of over 65%, which led to the decision for a full-scale rollout.
How will the AI system handle inquiries?
The AI voice agent will understand the intent of questions regarding common topics like residence tax notices and certificates, and provide answers from a FAQ database. If it cannot answer, the call will be transferred to a human staff member.
What is the duration of this project?
The full-scale implementation will run from mid-June 2026 to March 31, 2027.