Amano Management Service Adopts VideoTouch for Contact Center AI Training

VideoTouch Inc. (Headquarters: Shibuya-ku, Tokyo; CEO: Yuta Uesaka), a provider of platforms for managing and improving the quality of human and AI customer interactions, announced that its contact center-specialized educational AI integration platform, 'VideoTouch,' has been adopted by Amano Management Service Co., Ltd. (Headquarters: Yokohama, Kanagawa Prefecture; President: Yukio Nakamaru).

Amano Management Service operates parking and bicycle parking lot planning, operation, management, and cleaning services nationwide, including the 'At Park' coin parking brand.

This adoption of 'VideoTouch' aims to standardize training quality across multiple locations and reduce the man-hours required for new employee training.

Background of Adoption Amano Management Service operates contact centers with many operators across multiple sites. Previously, supervisors (SVs) and leaders handled training individually through group, face-to-face sessions. The following issues became evident:

(1) Personalization of Training Quality Training was based on materials and evaluation standards created by managers with experience in call center operations, making it difficult to unify quality across all branches.

(2) Strain on Training Labor It took nearly 200 hours of lecture and role-playing combined before new operators could take calls, keeping SVs and leaders occupied with individual responses. Reducing training labor was an urgent issue.

(3) Attrition During Training Training materials were primarily text-based manuals, and there was no self-study tool for new employees to learn at their own pace. With the nearly one-month duration to reach the live call stage and the need for staff to individually check comprehension, some talent left during this period.

Expected Benefits (1) Standardization of Training Quality Across All Locations By delivering quality-standardized training videos on-demand, the company will eliminate variations in training content caused by different locations or trainers, achieving uniform training quality. Visualizing the attendance status and comprehension level of each operator through viewing analysis functions will build a data-driven development cycle.

(2) Reduction of SV and Manager Training Labor Creating an environment where trainees can learn repeatedly on their own through VideoTouch's on-demand training will reduce the man-hours previously required for individual support from SVs and leaders. Using comprehension tests will also streamline the assessment process.

(3) Shorter Time to Live Call and Faster Workforce Readiness On-demand training allows new employees to repeatedly learn at their own pace anytime, anywhere. By checking comprehension of lectures in advance through tests and building confidence before live operations, the system contributes to shortening the time to live call and fostering early workforce readiness.

'VideoTouch' https://videotouch.jp/videotouch

This is an on-demand learning service that completes training video recording, editing, distribution, comprehension testing, and analysis in a one-stop fashion. It leverages AI for everything from generating training content to administering tests. By tracking learner progress and comprehension via analysis functions, it simultaneously achieves reductions in training labor and standardization of education quality.