Improve the accuracy of call center incoming call forecasts! Contribute to the optimization of operator shift scheduling.
Sony Insurance Co., Ltd. has implemented "Prediction One" to solve its challenges. The company has identified that the number of incoming calls directly affects the adjustment of operators' shifts, making the improvement of incoming call prediction accuracy a crucial cost-related theme. When comparing the results of past predictions made by staff, it was found that predictions made with this product were more accurate, contributing to the optimization of operators' shift assignments. [Case Summary] ■Challenge - Improving the accuracy of incoming call predictions is a key cost-related theme. ■Prediction Analysis Problem Setting - Based on past data of incoming call numbers, we want to predict the number of incoming calls for each day and time slot. ■Results - Contributed to the optimization of operators' shift assignments. *For more details, please refer to the PDF document or feel free to contact us.
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Sony Network Communications has established its vision to support individuals and companies seeking change through communication and incubation. We provide services that respond to changes in the communication environment and aim to establish the next stage as the "fourth fixed-line telecommunications carrier," striving for further improvements in quality and customer satisfaction, as well as growth in business scale that includes global expansion. In an era where the information environment, business environment, living environment, and global environment are rapidly changing, we will continue to be a presence that changes ourselves, supports those who seek change, guides them, and encourages them.