Asurion Japan teams up with Bic Camera to launch a PoC of new VoiceBot service
Nov 21, 2024 Tokyo
Asurion Japan K.K. (hereafter referred to as Asurion Japan), a provider of protection and technical support services for digital devices such as smartphones, is launching a PoC of a VoiceBot service to handle telephone inquiries from Bic Camera Inc. (hereafter referred to as Bic Camera) customers during non-business hours.
Until now, Bic Camera store representatives responded to customer inquiries over the phone; however, the customer experience (CX) was not optimal due to delays when staff were assisting in-store customers or the inability to respond to calls outside business hours.
To address these challenges, Asurion Japan, in collaboration with Bic Camera, has implemented a new "Customer Support Service powered by VoiceBot," utilizing generative AI and VoiceBot technology already introduced in the U.S. market.
When customers initiate inquiries by phone, the VoiceBot generates concise and straightforward responses, ensuring they can easily understand the responses through voice communication alone.
At the service launch, the range of inquiries the VoiceBot can handle will be limited, but we will gradually expand the scope of coverage and enhance user convenience. Additionally, the service will contribute to improving in-store services by addressing phone inquiries during busy daytime hours.
By launching this service, Asurion Japan aims to enhance the customer experience (CX), generate new store visits, and amplify the sentiment that customers can enjoy peace of mind when choosing Bic Camera. Based on the results of the PoC, Asurion Japan will prepare to offer the service to additional stores and aim to provide customers with even more convenient and efficient services by further expanding its partnership with Bic Camera.
Service contents (Subject to change without notice)
- Store: Bic Camera Yurakucho (Chiyoda ward, Tokyo)
- Hours of service: 22:00～9:59 (Outside store operating hours) *Available during new year’s holiday
- Pilot period: Nov 21, 2024 - May 20, 2025 (6 months)
- Inquiries answered: Store access, return and exchange, inventory check, repair information, what to do if you lose your Bic Camera Suica Card, contact windows, delivery time, etc.
About Asurion Japan
Asurion Group, based in the United States, is the global technology company providing services to nearly 300 million customers in 18 countries worldwide to support them to enjoy their comfortable digital life. Asurion Japan K.K. was established in 2004 and is the market leader providing the protection and technical support of digital devices for smartphone and such in Japan.
