transcosmos enhances CX platform with AI agent capabilities
transcosmos has upgraded its customer experience platform, trans-DX for Support, to trans-DX Plus for Support by incorporating AI agent functionalities. The company aims to enhance customer experience and optimize operational costs with the new platform.
Japanese IT services company transcosmos has evolved its customer experience (CX) platform, trans-DX for Support, into trans-DX Plus for Support. The key enhancement is the integration of AI agent capabilities, designed to improve customer interactions across touchpoints while optimizing operational expenses.
The company intends to deploy the platform to 200 businesses by the end of the current fiscal year, supporting CX improvements across various industries. trans-DX Plus for Support leverages AI agent technologies from vottia inc., enabling more natural and efficient customer engagements by blending human and AI operations.
The new platform supports multiple large language models (LLMs), including options from OpenAI and Google Gemini, and incorporates robust security features with encryption and guardrails. transcosmos offers end-to-end support, from implementation to operation and ongoing improvement, facilitating smoother CX transformation for clients.
Early case studies have shown significant improvements. In one instance, a voice bot handling repair service inquiries was replaced by a voice AI agent, increasing the self-service resolution rate from approximately 19% to 52%. The goal is to provide solutions that boost customer satisfaction and loyalty while maximizing return on investment.