JVC Kenwood Service Adopts 'PKSHA Speech Insight' and 'PKSHA Knowledge Stream'

PKSHA Technology Co., Ltd. (pronounced 'Parksha Technology,' headquarters: Bunkyo-ku, Tokyo; CEO: Katsuya Uenoyama; hereinafter 'PKSHA') announces that JVC Kenwood Service Co., Ltd. (headquarters: Yokosuka, Kanagawa; CEO: Yoko Iwamoto; hereinafter 'JVC Kenwood Service') has adopted its AI agent solutions for advanced operator operations: 'PKSHA Speech Insight' and 'PKSHA Knowledge Stream'.

Under the mission of 'shaping the software of the future,' PKSHA Technology conducts AI research and development based on proprietary technologies such as natural language processing, delivering value through real-world implementation. This initiative aims to bridge customers and operators with AI, enabling a more satisfying customer experience.

## Background: Addressing Knowledge Silos and Turnover Risks, Standardizing Service Quality

At JVC Kenwood Service's support center, customer service knowledge has long been concentrated among a few experienced operators—a problem known as 'knowledge siloing.' This dependency made it difficult to improve service quality among new and mid-level staff and posed organizational risks, including the loss of valuable expertise due to veteran staff turnover.

Additionally, amid changing hiring conditions, recruiting new staff has become increasingly difficult. This has led to heavier workloads for existing employees and challenges in securing time from experienced staff for training, creating a 'negative spiral' in support center operations.

To address these issues, the company determined that transitioning from human-dependent operations to an AI-integrated model is essential for building a stable operational structure. The adoption of these AI tools aims not only to standardize service quality through formalized knowledge management but also to create an environment where operators can focus on conversations with reduced psychological stress.

## Implementation Overview: Reducing After-Call Work (ACW) and Visualizing Service Quality

The adoption of 'PKSHA Speech Insight' and 'PKSHA Knowledge Stream' has yielded measurable improvements in both frontline operations and management:

- Reduction in After-Call Work (ACW) and Increased Operator Satisfaction
By leveraging automatic summarization and transcription features, post-call data entry and audio review efforts have been significantly reduced. Within just three months of implementation, ACW was reduced by approximately 60%, and over 80% of operators reported satisfaction with the new system.

- Elimination of Knowledge Silos
The attribute-based summarization function enables consistent, high-quality record-keeping regardless of operator experience, eliminating inconsistencies and dependency on individuals.

- Enhanced Management Capabilities
Supervisors can now objectively assess operator performance. Data-driven quality checks and evaluations have become easier, strengthening overall support center management.

## Future Outlook

Moving forward, JVC Kenwood Service will maximize the use of 'PKSHA Knowledge Stream' to further improve operational efficiency and performance. The company is currently building a system where AI automatically generates draft FAQs and response knowledge based on interaction histories collected via 'PKSHA Speech Insight.' The upcoming introduction of 'PKSHA FAQ' will enhance knowledge utilization, standardize responses, optimize call durations, accelerate onboarding for new operators, and boost overall productivity. PKSHA will continue to leverage AI to seamlessly connect customers and businesses, aiming to deliver superior customer experiences.

## Comment from Mr. Okarasu, General Manager, Customer Support Department, JVC Kenwood Service Co., Ltd.

'As our products become more advanced and diverse, customer inquiries have grown more complex, increasing workloads, reducing productivity, and raising turnover risks. To address these challenges, we decided to adopt PKSHA Speech Insight and PKSHA Knowledge Stream to improve operational efficiency while maintaining and enhancing service quality. The decisive factors were the comprehensive coverage of essential contact center functions—real-time speech-to-text, automatic summarization, performance evaluation, monitoring, and automated QA generation—along with its favorable cost-performance ratio. After implementation, we significantly reduced post-call data entry and audio review efforts. Within three months, we achieved a 60% reduction in after-call work (ACW). Additionally, we can now accumulate and share interaction histories consistently, independent of individual experience, leading to standardized service quality and the elimination of knowledge silos. Going forward, we aim to further enhance service quality through AI, achieving both efficiency and quality improvements to build a stable support system.'

## About PKSHA Speech Insight

Leveraging high-precision speech recognition AI, PKSHA Speech Insight collaborates with human operators to streamline after-call work (ACW) and enable real-time quality monitoring by supervisors. By enhancing operator efficiency, it allows staff to focus on high-touch customer interactions, ultimately improving customer satisfaction. As a SaaS solution requiring no system development, it can be deployed in as little as one week.

URL: https://aisaas.pkshatech.com/speechinsight/

## Company Overview: JVC Kenwood Service Co., Ltd.

Company Name: JVC Kenwood Service Co., Ltd.
Headquarters: 58-4, Jinmei-cho, Yokosuka, Kanagawa
CEO: Yoko Iwamoto
URL: https://jks.jvckenwood.com/

## Company Overview: PKSHA Technology Co., Ltd.

Driven by the mission to 'shape the software of the future,' PKSHA Technology provides diverse AI solutions that address social challenges. These are delivered as industry-optimized AI solutions for finance, manufacturing, education, and more, as well as versatile AI SaaS platforms such as 'PKSHA AI Helpdesk,' 'PKSHA ChatAgent,' and 'Interview Copilot,' supporting the evolution of future workstyles and a society where humans and software co-evolve.

Company Name: PKSHA Technology Co., Ltd.
Headquarters: 2-35-10, Hongo, Bunkyo-ku, Tokyo, 4F, Hongosawa Building
CEO: Katsuya Uenoyama
URL: https://www.pkshatech.com/

◆ Inquiries regarding this announcement
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