Despite being a key point of contact with customers in our after-sales services, on-call support was faced with issues such as the operator's high workload caused by nighttime call handling and call log registration, and inconsistent support quality due to varying levels of individual proficiency. These issues were especially pronounced in the North American market, where the paper converting machinery business is expanding markedly. Therefore, an online call center was set up independently considering the characteristics of the work needed thereof, with the aim of improving customer satisfaction and reducing employee workloads. The use of digital technologies such as generative AI has brought quick on-call responses and consistent support quality without compromising the customer expectations for after-sales services.
