Macnica develops and releases ``tatoe'', a knowledge management service that streamlines contact center operator response ~ Utilizes AI that does not require dictionary registration to instantly search past knowledge from unorganized in-house documents ~
Macnica (hereinafter "Macnica"; head office: Yokohama City, Kanagawa Prefecture; Representative Director and President: Kazumasa Hara; capital: 11,194 million yen), a total service / solution provider in semiconductors, networks, cybersecurity, and AI/IoT, announces today the release of its in-house developed knowledge management service "tatoe," which utilizes AI to improve the efficiency of operator responses at contact centers and call centers.
| Service name | tatoe ~Fuzzy knowledge search system~ |
| Form of provision | SaaS (annual subscription) |
| Provided |
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| Offer start date | November 10, 2021 * Beta release |
It has been a long time since it began to be said that the survival of a company depends on the utilization of data, but "knowledge management" in particular is attracting attention as a field that is directly linked to strengthening the competitiveness of companies. Knowledge management is the idea of transforming tacit knowledge that has been accumulated within a company over many years into shared information (=explicit knowledge) that can be used immediately by anyone when needed. As a result, companies will be able to improve the quality of their customer service, reduce the cost of employee training, and eventually increase their own competitiveness.
Macnica has recently released a new service called "tatoe" as a solution to help realize this knowledge management. "tatoe" is a SaaS that supports knowledge management at contact centers and call centers through a unique approach that uses AI/machine learning technology called "fuzzy search." Fuzzy search is a mechanism that returns results by judging similarity/matching based on the meaning of the entire sentence, not keywords. By using this service, you can stabilize response quality and reduce training and recruitment costs, regardless of the experience and tenure of operators, or the variation in skills among personnel.
Characteristics of "tatoe"
- Equipped with a fuzzy search engine for natural language processing that utilizes AI technology
- Contact center/call center operators who receive inquiries from customers can immediately find similar cases in the past simply by copying and pasting the text of the inquiry into tatoe.
- Presents the most similar documents in a ranking format from past documents
- Small amount of model data available
- No data processing required
- No need for dictionary registration, spelling variation, typo correction
- No data scientist required
How to use "tatoe"
- Document information (past inquiry history, etc.) to be referenced is stored in tatoe in advance
- Data becomes available through unique automatic processing (vector generation, similarity calculation, etc.)
- The operator performs a "fuzzy search" of the inquiry text from the search screen
- Search results are displayed in descending order of similarity score, and operators refer to answers
In addition, at the stage of this beta version release, we will deploy it to contact centers and call centers. In the future, we plan to expand the scope of operations to which it is applicable in stages, with plans to deploy it to a wide variety of worksites, such as sales departments and quality control departments.
The service name "tatoe" comes from the phrase "Tacit to Explicit". We chose this name with the hope that we can support the transformation of knowledge management transformation business processes in companies, transforming tacit knowledge that sleeps in companies into explicit knowledge that anyone can use immediately.
Macnica will continue to work to help our customers achieve digital transformation and strengthen their competitiveness through the use of data and AI technology.
Fuzzy knowledge search system “tatoe” service page
https://www.macnica.co.jp/business/dx/tatoe_enterprise_search/index.html
*Company names and product names mentioned in this text are trademarks or registered trademarks of Macnica and each company.
*The information published in the news release (including product price, specifications, etc.) is current as of the date of announcement. Please note that this information is subject to change without prior notice.
About Macnica
Since its establishment in 1972, Macnica has provided cutting-edge semiconductors, electronic devices, networks, and cybersecurity products with added technological value. In recent years, we have been developing new businesses in fields such as AI/IoT, autonomous driving, and robots, based on our traditional strengths of global cutting-edge technology sourcing and technology planning capabilities. Going forward, under the slogan "Co.Tomorrowing," we will connect cutting-edge technology and Macnica 's intelligence to provide unique services and solutions, creating social value and contributing to the development of future society. . the Company company is headquartered in Yokohama and operates global business with 85 locations in 23 countries around the world. Please see the website (https://www.macnica.co.jp) for details.
Inquiries from the press regarding this matter
Macnica://www.macnica.co.jp
コーポレートマーケティング統括部 広報室 宮原、磯崎 e-Mail：macpr@macnica.co.jp
Macnica Building 1, 1-6-3 Shin-Yokohama, Kohoku-ku, Yokohama 222-8561