Altius Link Publishes Hankyu Railway Case Study on Altius ONE for Support, Reducing Contact Center Handling Time with Cloud Migration and Generative AI

Altius Link Corporation announced the publication of a case study on Hankyu Railway Co., Ltd.’s adoption of its digital contact center service, Altius ONE for Support, for contact center operations. By migrating from an on-premises environment to the cloud and using generative AI, Hankyu Railway has enabled visualization of customer interaction histories and automatic summarization. The initiative reduced average handling time by about 30 seconds per case, contributing to higher response rates and more standardized guidance quality. Hankyu Railway’s transportation information center serves as a highly public-facing contact point that must provide accurate, fast, and customer-oriented responses. However, the center faced several challenges: increasingly diverse inquiries about commuter passes, IC card usage, lost items, and train operation status; analog workflows such as referring to paper timetables and sending or receiving faxes; and fragmented systems in an on-premises environment that prevented centralized information management. These factors increased the difficulty of handling inquiries and widened skill gaps among operators. As part of the initiative, Hankyu Railway renewed its core system infrastructure, introduced automatic transcription of call content using speech recognition tools, and implemented a mechanism for generative AI to summarize conversation histories. This reduced operator workload and also allowed supervisors to monitor multiple calls in real time from their desks, enabling faster support and decision-making. The company also introduced a cloud CRM to shift from information sharing via paper documents and fax to centralized information management and real-time sharing. This created a foundation for smoothly storing, sharing, and utilizing interaction histories, while also enabling more efficient collaboration with other departments and easier analysis and aggregation. Following the system migration, average handling time per case was shortened by about 30 seconds. The contact center’s average response rate has also remained above 84%, a high level compared with the past several years. Altius Link said it will continue working with Hankyu Railway to further improve service quality and will keep contributing to client companies’ business growth and corporate value through advanced technologies and sophisticated human-led operations. Altius ONE for Support is Altius Link’s digital contact center service designed to deepen communication through generative AI. It uses technologies such as speech recognition engines, cloud data platforms, and generative AI to promote data-driven solutions for contact center challenges. Altius Link provides one-stop BPO services in Japan and overseas, covering front-office customer support, back-office operations, and IT services, with value creation through the fusion of people and digital technology at its core. Under its vision of becoming a “Total CX² Design Company,” it aims to integrate improvements in customer experience value with corporate transformation and support companies’ medium- to long-term growth.