京成電鐵巴士控股集團旗下4家公司導入對話式語音AI SaaS「IVRy」
京成電鐵巴士集團旗下4家公司為解決人力短缺及電話應對業務的負擔，導入了對話式語音AI SaaS「IVRy」。該系統旨在透過自動化處理失物查詢等常見問題，提升客戶服務效率與品質。
📋 文章處理履歷
- 📰 發表: 2026年5月20日 20:01
- 🔍 收集: 2026年5月20日 11:31
- 🤖 AI分析完成: 2026年5月21日 19:07（收集後31小時35分鐘）
常見問題
Why did the Keisei Bus group adopt the IVRy AI system?
They faced severe labor shortages and a high volume of daily phone calls regarding delays, lost items, and service status, which burdened their staff. The AI system was introduced to alleviate this workload and maintain customer service quality.
Which companies are involved in this implementation?
Four group companies under Keisei Electric Railway Bus Holdings: Keisei Bus Tokyo, Keisei Bus Chiba West, Keisei Bus Chiba Central, and Keisei Bus Chiba East.
How will the IVRy system improve their operations?
It will act as the first point of contact for calls, automatically routing them to a new information center or the correct department. It will use AI voice recognition to handle frequent inquiries like lost items, aiming to reduce human response time by 50-70% for such queries.
What is the main goal of this AI adoption?
The main goal is to create a system where humans and AI divide roles appropriately, allowing staff to focus more on core duties related to safe operations while maintaining high-quality customer service.
What are the future plans for using this technology?
They plan to use the accumulated call data to standardize response quality across the group and drive service improvements. In the long term, they aim to analyze customer 'voice' data to develop services that better meet user needs.