News Releases

Dec.12,2013

 

Information Technology

DNP and Intelligent Wave Develop Concierge System on Website

ANA, first user

 

Dai Nippon Printing Co., Ltd (DNP) and Intelligent Wave Inc., (Intelligent Wave), a DNP Group Company, have developed a Concierge System on Website (CSW) that analyzes questions in text input via keyboards by consumers at company websites, for example, accurately interprets the intended meaning, and guides the user to the appropriate information on the website. The new CSW was launched December 12.

We are pleased to be able to announce that ahead of full scale sales All Nippon Airways Co., Ltd. (ANA) has adopted the CSW, which will be used as a navigator for the Frequently Asked Questions (FAQ) section of the ANA Japanese website.  (This service is available only in Japanese.)

[Overview of Virtual Agent System]

Websites incorporating the CSW display the image of a corporate mascot (that can be altered at will) whose role is to answer questions input as text by consumers. The CSW analyzes questions input as text, and after correctly interpreting the intended meaning, extracts the optimum page from the vast amount of data within the website, and presents this to the user through the medium of the corporate mascot.

When performing analysis, in addition to questions input by consumers, the CSW selects a reply that takes into consideration the contents of the webpages viewed by the consumer. In cases where it is not possible to narrow down the pages for presentation based on the input question text alone, the corporate mascot quizzes the consumer, helping to pin-point the appropriate page. It is also possible to give the corporate mascot a name, age, gender and list of hobbies, and the mascot will also answer questions regarding these attributes, helping to endow the mascot, itself, with an individual character, and boost his or her web-based fans.

For adopting the CSW, the existent webservers and contents are analyzed and a CSW dedicated database that is independent of existent webserver is constructed. (The search engine uses IN2-Discovery from Salt lux Inc.) As a result, there is no need to execute any major revisions to existing webservers and/or contents.  

[System Benefits]

For the Consumer

  • Adopting the CSW makes it possible for the user to find their desired data, from amongst the vast amounts of data included on the corporate website, in a timely manner.

For the Company

  • Adopting the CSW makes it possible for companies to configure websites that offer increased convenience to the consumers that use them, which in turn facilitates improved customer service.
  • By being able to make labor savings on customer support, such as responding to enquiries, it is possible for companies adopting the CSW to improve operational efficiency.

[Case Study: ANA Website]

ANA is the first user of the new CSW, where it will be adopted as a navigator on the Japanese FAQ page. A female mascot called Amy will be displayed, and when users input questions for Amy, she selects a suitable page and presents it to the user. Amy comes equipped with several facial expressions that alter in line with the question. It is also planned to switch Amy's uniform and background images in line with the season.

[Looking Ahead]

DNP and Intelligent Wave plan to develop several variations of the existing CSW. These include, a low-price system that cuts back the functions to the FAQ navigator service, a system targeting smart phones that understands voice data input via a microphone, and then guides consumers to the appropriate services, and a system that replies to consumer questions via voice data.

DNP and Intelligent Wave aim for sales of 1.5 billion yen over the next 3-years.

 

* Product prices, specification and service contents mentioned in this news release are current as of the date of publication. They may be changed at any time without notice.