Media Link Significantly Updates Admin Console for Phone AI Agent “DX Denwa,” Improving UX/UI and Adding Standard Features

Media Link Co., Ltd. (Head office: Minato-ku, Tokyo; Representative Director: Atsushi Matsumoto), provider of the phone AI agent “DX Denwa” and the customer support automation service “AIto,” announced a major update to the admin console of “DX Denwa.” “DX Denwa” is an automated telephone response service (IVR) that helps companies digitally transform phone operations, improve the efficiency of human response, and reduce workload. It enables 24/7 automated reception through voice guidance and routing to the appropriate person based on the caller’s request. It also comes standard with various functions, including automatic AI-powered transcription and summarization of recorded caller messages, as well as SMS sending for automated responses that do not rely solely on voice. The service also allows flexible creation of voice prompts and flows, making it possible to configure optimal settings for different situations. It supports around 40 languages, including English, Chinese, and Korean, and is used across industries such as hotels, retail, real estate, and clinics as a tool for improving phone operation efficiency and solving related challenges. With this update, DX Denwa has significantly improved the UX/UI of its admin console. The four main updates are: added admin console functions and improved usability, smartphone optimization of the incoming call history screen, implementation of saved filters and custom status functions, and manual SMS sending directly from the incoming call history screen. For the admin console, Media Link redesigned the menu editor screen, which had become more complex due to continuous feature additions, making it clearer and more intuitive to use. Specific improvements include drag-and-drop operation, deletion of individual objects, Undo/Redo, bulk editing of multiple items, and enhanced help support functions. For the incoming call history screen, the company implemented responsive support and smartphone optimization to improve convenience when viewing call history or changing statuses on a smartphone. By adopting a design and layout tailored to vertical smartphone screens, the screen is now easier to view and operate. When users log in from a smartphone, the dedicated design is applied automatically. The update also adds saved filter and custom status functions so that companies can use the incoming call history screen in a way that better matches their own operations. The saved filter function allows users to save search information entered on the call history screen, including target period, response status, service name, and items 1 through 10, enabling smoother searches using frequently used internal search conditions. Filters can be registered as either “My Filters” or “Shared Filters,” supporting both individual and team use. The custom status function allows users to customize response status labels assigned to incoming call history records. Previously, users selected from fixed statuses such as “unhandled,” “in progress,” and “completed,” but now they can freely set status names. Added statuses can also be assigned custom colors, making it easy to see at a glance which call is in which state on the call history list screen. The update also improves the search bar on the call history screen, enabling searches after selecting multiple response statuses, such as “in progress” and “unhandled.” Users can now manually send SMS messages from each incoming call record on the call history screen. Previously, they had to navigate to the SMS sending screen, but this update eliminates that extra step. All functions added through this admin console update will be provided as standard DX Denwa features. No additional option fees will be charged regardless of the selected plan. However, using manual SMS sending from the incoming call history screen requires a subscription to the Light plan or higher, which supports SMS sending. Plan details are available on the pricing page. DX Denwa will continue to expand its functions based on customer feedback. Planned features include a smartphone app that will support making and receiving calls, smooth handoff to staff through extension transfer, checking call history, and sending SMS messages from the app, thereby improving flexibility in phone operations. Another planned feature is incoming call reminders, which will let users set reminders for calls that require action and help prevent missed callbacks. Media Link Co., Ltd. was established in July 2009 and is located at PMO Tamachi 5F, 5-31-17 Shiba, Minato-ku, Tokyo. The company develops and provides consulting for systems specialized in business communication, including call center systems and chat support tools.