``Voice chatbot'' spreading in China, a world where AI calls each other has already been realized | Business + IT

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01/11/2022
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"Voice chatbots" spreading in China, a world where AIs talk to each other has already been realized

The introduction of "chatbots", in which AI understands text chats sent by users and returns appropriate information, is progressing worldwide. Voice chatbot services are becoming popular in China, where people use the phone a lot and the average call time per day is about four times that of Japan. AI makes a phone call, understands the human response of the other party, and changes the scenario, aiming to improve the efficiency of operations such as medical surveys, home delivery, and telephone sales. On the other hand, fraudulent business operators who make fraudulent calls also use voice chatbots, and voice chatbots have been developed to counter this. We will report on the state of voice chatbots in China, which is several steps ahead of Japan, such as the situation where AIs talk to each other on the phone.

IT journalist Takefumi Makino

Published articles discussing IT technology from the perspective of consumer business in various media. In recent years, he has been paying attention to Chinese IT technology. His publications include "Google's True Identity" (My Comi Shinsho) and "Nintendo Nostalgia" (Kadokawa Shinsho).

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　Recently, it has become rare to see people talking on mobile phones in the city. there is The trend of declining voice calls has continued for some time, although it may be due to the influence of self-restraint due to the corona disaster. According to the statistics released by the Ministry of Internal Affairs and Communications, the number of calls per mobile phone contract in the first year of Reiwa (April 2019 to March 2020) was 0.7 times, and the average call time per day was 1 minute. was 52 seconds.　In the workplace, text messaging is the main method, video conferencing tools are used when dialogue and discussion are necessary, and the telephone is starting to become a means of communication in emergencies. The need for telephones continues to decline, and the total time spent on domestic calls is also decreasing year by year. On the other hand, telephones are often used in China. Based on data from the China Statistical Yearbook (National Bureau of Statistics) for mobile phone call duration and mobile phone usage, the average call duration per mobile phone contract per day is about 8 minutes and 11 seconds. more than four times that of Japan. Even so, call usage continues to decline year by year. Although the emphasis has shifted from calls to short messages and the use of SNS, China still has a national character of being particular about voice.　Voice communication is often seen in the use of the SNS "WeChat". One word, two words, record the voice and send it on SNS. The other party plays it back and also records the audio and sends it back. Text messages are cumbersome to type, voice calls make it difficult to do other things. If it is an exchange of voice messages, there is no troublesome input, and exchanges can be exchanged between work. SNS such as LINE in Japan has a similar function, but it does not seem to be widely used. You can see the difference in national character. Related articles

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Currently, chatbots are being introduced into various internet services, but because China is so particular about voice calls, the use of not only text but also voice chatbots is spreading. Chatbots are a technology that is often used in customer support, etc. When you send an inquiry via text chat, AI performs natural language analysis, understands the meaning, and returns an appropriate answer. For example, if you chat with Internet service support and say, "I forgot my password," they will send back a link to a page where you can reset your password. The burden on human operators at the support center can be greatly reduced. Related article: Chatbots are also used for document requests. Compared to the conventional method of filling out a form or making a phone call to a human operator to request materials, chatbots lower the psychological threshold, allowing more people to request materials. will do From the user's point of view, telephone conversations take time, but chatbots have the advantage of being able to interrupt conversations and leave them for a while without any problems. You can resume conversations at your own timing while working, and you can change synchronous/asynchronous communication according to the user's convenience. In China, chatbots are already widely used for user support and document requests. Voice chatbots are still used because voice has a strong push power. [Next page] Active in promoting PCR testing (with actual audio)