NTT Communications and Teijin Healthcare will start a service that automatically responds to orders for medical oxygen cylinders from patients receiving home oxygen therapy (HOT) by voice using AI from Monday, 19th.
Teijin Healthcare will open an AI-powered automatic call response service that utilizes NTT Com’s “COTOHA Voice DX Premium” in addition to the conventional operator response.
HOT is a treatment method in which patients with chronic respiratory failure receive high-concentration oxygen inhalation at home using an oxygen concentrator, liquefied oxygen, and an oxygen tank. According to the Ministry of Health, Labor and Welfare, there are about 180,000 patients nationwide.
COTOHA Voice DX Premium is a solution in which an interactive AI engine automatically responds to telephone inquiries at contact centers. From the hearing of inquiries to follow-up processing such as various procedures, it is possible to automate the entire process without human intervention, while making it feel like you are talking to an actual operator over the phone.
Teijin Healthcare has set up a contact center to accept orders for oxygen cylinders on weekdays, but before and after holidays, the number of phone calls for orders is suddenly concentrated, resulting in waiting time at the phone line. In order to solve these problems, Teijin Healthcare will establish an AI-based automatic telephone answering service.