Accela Technology Launches 'SolutionDesk Voice Agent', Enabling Frontline Knowledge Utilization and Accumulation via Generative AI and Voice

Accela Technology Co., Ltd. (Headquarters: Shibuya-ku, Tokyo; Representative Director: Tatsuya Shindo) announced today the launch of "SolutionDesk Voice Agent (*1)," a feature on the "SolutionDesk" knowledge and AI platform that connects voice responses and field reports to knowledge referencing, task support, training, recording, and subsequent operations.

SolutionDesk Voice Agent is not merely an automated voice response system or voicebot. It transcribes voice dialogues between humans and AI, or between humans, in a chat format and saves them by linking them to tickets. Furthermore, triggered by the end of a call or dialogue, it can connect to subsequent processes such as summarization, evaluation, report generation, new ticket issuance, knowledge base creation, and integration with external systems. This integrates voice-based responses into the overall business flow rather than ending them as a standalone function, thereby improving operational efficiency and quality in the field.

*1: Technologies related to this feature are currently patent pending.

Background In frontline settings such as manufacturing, medical and nursing care, and customer support, challenges exist such as responses depending heavily on individuals, time-consuming documentation of conversations and task details, and fragmented post-response reporting and handovers. Additionally, field workers often have their hands full, making recording and verification tasks a significant burden. Furthermore, in these environments, the knowledge and know-how critical for improving operational quality tend to rely on the experience of veteran staff, making it difficult to accumulate and share effectively as an organization. While the importance of raising operational levels based on knowledge is widely recognized, the reality is that the effort required to organize, input, and formalize new knowledge in the field is substantial, making continuous implementation difficult.

A New Approach to Knowledge Management Accela Technology has long been engaged in the field of knowledge management, supporting the enhancement of organizational strength through the accumulation and utilization of operational knowledge.

Knowledge management is essential for improving operational quality and building strong organizations. However, in reality, there have been significant hurdles in formalizing the tacit knowledge of experts and executing tasks while referencing knowledge in the field.

Reading documents or organizing one's own knowledge into text is highly burdensome for many field workers, making knowledge accumulation and utilization an area where practical application often lags behind the ideal.

SolutionDesk Voice Agent presents a new voice-driven approach to knowledge management to address this challenge:

- Transcribing voice dialogues as they are into text for use as knowledge. - AI providing real-time advice in the field while referencing the knowledge base. - Naturally accumulating veteran know-how and tips during hearings.

Furthermore, by drawing out knowledge in the form of "dialogue" rather than solitary input, the depth and quality of the content are enhanced, enabling the accumulation of more practical knowledge.

This significantly lowers the barriers to collecting, organizing, and utilizing knowledge—which was previously difficult—transforming knowledge management into a system that can be continuously practiced in the field.

Accela Technology believes that a voice agent integrating business processing, problem-solving, knowledge utilization, and knowledge generation starting from a phone call will become the core of practical knowledge management.

Use Cases The main use cases and customer benefits are as follows:

- Manufacturing In environments like equipment inspection and assembly, workers can use headsets to ask AI questions via voice, checking procedures and precautions on the spot. After tasks, reports can be automatically generated from voice records, reducing desk work after returning from the field. Additionally, documenting hearing content from experts can be used for technology succession and know-how accumulation. Furthermore, for companies with overseas production or maintenance bases, AI translation is effective for cross-lingual inquiry handling and operational support.

- Hospitals and Nursing Facilities AI handles the initial response to the morning rush of phone inquiries, reducing the burden on the medical administration department. Additionally, nurse rounds and nursing care records can be converted into reports from voice, allowing for recording even when hands are full in the field. This contributes to reducing the burden of creating reports after returning to the office post-shift and cutting overtime spent on documentation.

- Call Centers / Internal Help Desks Onboarding for new hires and response training for new product launches can be conducted through role-playing with AI, with automatic evaluation and feedback. Moreover, during actual customer interactions, AI understands call content and displays potential answers and precautions next to the operator. In situations where customer harassment is suspected, it can also be utilized as a system to protect operators by advising on response policies and saving histories.