Accumulates offline customer service data via robots and leverages it for marketing, CRM and more

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) releases “Robotics Marketing for Pepper”, allowing businesses to leverage customer service data gathered through robots for omni-channel. The service provides comprehensive support for businesses from lifting the robots’ customer service skills, widening the areas to utilize robots, to leveraging the accumulated data for their marketing and CRM initiatives.

With “Robotics Marketing for Pepper”, clients can accumulate and leverage customer service history, which traditionally has been hard to visualize, as data asset, in addition to design and implement robots’ UX such as scripts and motions that fit clients’ purpose and the occasions to use the robots. Clients can also reflect the accumulated data to online FAQs, call center and other customer-facing channels as well as to expand the features of the robots by connecting the data to various APIs such as cloud service, database, and AI (Artificial Intelligence).

“Robotics Marketing for Pepper” Key Features

• ・Highly sophisticated natural language processing
  Delivers high-quality, more human-like responses by connecting to AI (Artificial Intelligence).
• ・Multi-language support
  Supports English and Chinese in addition to Japanese by connecting to cloud service.
• ・Relay to human support as needed
  In case Pepper cannot respond to questions that are not programmed or customers request to have human support, it will relay the questions to the contact center for operators to support those cases. The services provided for such cases can be added to the database to enable the robots to respond automatically from the next time.
• ・Database link
  Delivers personalized customer service, product recommends and coupons by connecting to membership card and loyalty card databases.
• ・Omni-channel link
  Reflects the information gained by Pepper to online FAQs and call center.
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transcosmos’s initiative on robotics business

Starting from around 2011, transcosmos has been working on human-to-virtual agent communication methods, UX design, voice recognition technology and text-to-speech engine optimization. At the same time, the company has been the pioneer in commercialization of IoT initiatives, releasing voice controlled app to control household appliances. transcosmos further supports clients to leverage robots for their marketing and CRM purposes by offering “Robotics Marketing”, capitalizing on its proven track record in digital marketing and call center arena, while continues to provide technical implementation support.

* transcosmos conducts robotics business initiatives in its own right, leveraging Pepper, offered by SoftBank Robotics Corp.
 * transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
 * transcosmos is currently filing a trademark registration application for “Robotics Marketing”.
 * Other company names and product or service names used here are trademarks or registered trademarks of respective companies.

About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost reduction through our 169 locations across 31 countries with a focus in Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients’ excellent products and services to consumers in 48 countries around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.