Digital network visualization representing autonomous workflows, intelligent automation and interoperable systems designed to scale operations with governance and resilience
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クレーム分類器

AIと自然言語処理を活用して顧客からの苦情の分類と振り分けを自動化し、サービスの効率と正確性を向上させます
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大量の顧客対応が手作業で分類されているため、非効率や不整合が生じ、サービスの対応や問題解決に遅れが生じています
なぜ「クレーム分類」チャレンジなのか？
手作業による振り分けから、インテリジェントな自動振り分けへ

カスタマーサービスの業務は正確な分類に依存していますが、手作業によるプロセスではミスが発生しやすく、対応が遅れ、拡張性にも限界があります

主なメリット
プロセスの最初の段階でサービスの効率が低下してしまいます

分類の誤りや遅れが、サービス業務全体にどのような非効率を生み出すのか

チェックアイコン
手作業による分類がボトルネックになっています

大量の問い合わせ対応によって現場が逼迫し、対応速度の低下や業務負荷の増加を招いています

チェックアイコン
分類のばらつきが品質低下につながっています

担当者ごとの差異によって振り分けミスが発生し、解決スピードや顧客体験に影響を及ぼしています

チェックアイコン
サービス運用の拡張性に限界があります

自動化なしでは、増え続けるやり取りの量を効率的に管理することはできません

チェックアイコン
振り分けの遅れが、問題解決の結果に影響を及ぼしています

分類の誤りや遅れが、サービス対応全体の遅延につながっています

NTTデータのサポート体制は？

01
顧客データの準備と整理

高品質なモデル学習を実現するために、過去の対応データをクレンジング、正規化、拡張します

顧客データの準備と整理
02
高度なNLP分類モデルを開発します

ディープラーニングを活用して、顧客のリクエストに含まれる文脈、意図、および言語的なバリエーションを理解します

高度なNLP分類モデルを開発します
03
案件の分類と振り分けを自動化します

各やり取りをリアルタイムで適切なカテゴリに分類し、手作業の負担を軽減します

案件の分類と振り分けを自動化します
04
サービスワークフローと連携します

モデルを既存のシステムに組み込み、シームレスな業務実行を実現します

サービスワークフローと連携します
05
モデルのパフォーマンスを継続的に最適化します

モニタリング、フィードバックループ、およびデータ入力の継続的な更新を通じて精度を向上させます

Robotics team defining operating, compliance and integration models to scale deployments from pilots to repeatable industrial use
Mining operator using private 5G connectivity to enable intelligent, connected and future-ready mining operations
実証済みの効果
インテリジェントな自動化によるサービス業務の変革
重要な結果
分類の高速化と精度向上がいかにしてエンドツーエンドのサービスパフォーマンスを向上させるのか
チェックアイコン
上位3件の予測において95％の精度を達成

AIによる分類により、一貫性を大幅に向上させ、振り分けミスを削減します

チェックアイコン
最大25％のFTE再配分

自動化によりリソースが解放され、より付加価値の高い顧客対応に注力できるようになります

チェックアイコン
年間約21万5,000ユーロのコスト削減

手作業による分類業務を削減することで、分類対応に伴う運用コストを低減します

チェックアイコン
応答時間の短縮とサービス品質の向上

適切な振り分けにより、問題解決を迅速化し、顧客満足度を向上します

AIを活用してサービス業務を自動化しましょう

作業負荷を減らしながら精度を高める方法をご紹介します

話しましょう

NTT DATA関連の話題 
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Autonomous Operations Centers
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Autonomous quadruped inspection robot supporting a utility field technician at an electrical substation, combining onboard sensors, connected asset data and digital monitoring to enable earlier issue detection, safer inspections and more reliable utility operations.
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Autonomous Utility Assets
Physical AI, computer vision, robotics, IoT and Edge AI combine with authorized utility data and existing workflows to help assets operate with richer context, earlier intervention and appropriate human oversight
Industrial robotic arm performing a remote intervention on critical utility piping while a human operator supervises from a protected control area, reducing worker exposure to hazardous conditions and enabling safer maintenance of high-risk infrastructure.
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発電・再生可能エネルギー
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Physical AI for Hazardous Environment Operations
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Substation protection and automation systems using deterministic communications, precision timing and redundant fiber paths to synchronize critical grid operations, support fast protection response and strengthen power network reliability.
公益事業
発電・再生可能エネルギー
送電・配電
エネルギー供給
Deterministic Communications for OT
Deterministic communications give critical utility applications bounded, measurable network behaviour, helping protection, control and automation traffic meet strict latency and jitter requirements on modern Ethernet and IP infrastructure.
Strategic fiber infrastructure deployed across a hydroelectric facility, providing secure high-capacity connectivity for operational systems, monitoring equipment and critical utility communications to support resilient, reliable infrastructure operations.
公益事業
発電・再生可能エネルギー
送電・配電
エネルギー供給
Private Optical Networks for Utilities
A private optical network gives utilities dedicated fiber-based capacity for critical traffic, combining scalable optical transport, service separation and resilient routing with stronger control over performance, security and lifecycle planning.
Oil and gas processing plant with illuminated refinery units, pipelines and distillation towers, representing large-scale industrial energy operations and complex process infrastructure.
公益事業
発電・再生可能エネルギー
送電・配電
エネルギー供給
Edge Intelligence for Critical Infrastructure
Edge Intelligence places AI inference and advanced analytics close to substations, plants, renewable assets and field devices, helping utilities act on local events without relying on constant high-bandwidth connectivity.
Utility maintenance team using controlled lifting procedures, safety barriers and connected monitoring to reduce risk during heavy equipment handling, helping prevent incidents and support safer maintenance of critical infrastructure.
公益事業
発電・再生可能エネルギー
送電・配電
エネルギー供給
AI-Enabled Worker Safety & Risk Prevention
AI, machine learning, Physical AI, computer vision, robotics, IoT and Edge AI can combine with authorised utility data and operating workflows to support earlier risk awareness, consistent decisions and accountable safety automation.
Acoustic monitoring system installed beside hydroelectric generating equipment, using connected sensors and sound-based condition intelligence to detect abnormal patterns early, support predictive maintenance and improve the reliability of critical utility assets.
公益事業
発電・再生可能エネルギー
送電・配電
エネルギー供給
Acoustic Intelligence for Utility Assets
Applied within connected utility workflows, acoustic intelligence can work alongside Physical AI, computer vision, robotics, IoT and Edge AI to strengthen asset context, support earlier action and preserve human oversight where risk requires it.
Utility operations center coordinating distributed energy and infrastructure assets through integrated operational data, real-time monitoring and human oversight, enabling faster decisions, cross-functional collaboration and more resilient autonomous utility operations.
公益事業
発電・再生可能エネルギー
送電・配電
エネルギー供給
Autonomous Operations Centers
Physical AI, computer vision, robotics, IoT and Edge AI work with authorized utility data and existing enterprise and OT workflows to support coordinated decisions across complex utility operations while retaining human oversight where risk requires it.
Autonomous quadruped inspection robot supporting a utility field technician at an electrical substation, combining onboard sensors, connected asset data and digital monitoring to enable earlier issue detection, safer inspections and more reliable utility operations.
公益事業
発電・再生可能エネルギー
送電・配電
エネルギー供給
Autonomous Utility Assets
Physical AI, computer vision, robotics, IoT and Edge AI combine with authorized utility data and existing workflows to help assets operate with richer context, earlier intervention and appropriate human oversight
Industrial robotic arm performing a remote intervention on critical utility piping while a human operator supervises from a protected control area, reducing worker exposure to hazardous conditions and enabling safer maintenance of high-risk infrastructure.
公益事業
発電・再生可能エネルギー
送電・配電
エネルギー供給
Physical AI for Hazardous Environment Operations
Physical AI combines computer vision, robotics, IoT, Edge AI, artificial intelligence and machine learning with authorised utility data to support earlier risk awareness, more scalable operations and governed intervention in hazardous environments.
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