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Communication Engine COTOHA

Communication Engine COTOHA™

Communication Engine COTOHA

An artificial intelligent communication engine capable of appropriate responses and business processing

The Communication Engine "COTOHA" is capable of understanding natural spoken and written language and communicating with users with a high-level of accuracy

Understanding and memorizing the context of English/Japanese language

Utilizing more than 40 years of NTT R&D technologies 

Flexible interaction

Capable of natural conversation, such as responding to unexpected questions and returning to the original subject

Storage and expansion of conversation flow

Escalating automatically to a human operator. Expanding her response capabilities flexibly by memorizing human interactions

Service Overview
Features & Benefits
Use Cases

COTOHA, a communication engine, provides customers with responses for inquires, problem solving and business processing such as placing orders and issuing invoices by communicating with users and by analyzing and understanding spoken and written language with a high-level of accuracy.

COTOHA Service overview
COTOHA Service overview

COTOHA understands natural spoken and written language, communicates accurately with users in place of a human operator and performs business processing such as accepting reservations, troubleshooting and various other procedures. 

COTOHA incorporates the following features:

①Comprehension of English/Japanese context
COTOHA analyzes the meaning of user speech by labeling concepts or relationships such as subject, object and time of action. She communicates accurately by memorizing data for each individual user.
(1)Understanding and memorizing the context of English/Japanese language
②Flexible interaction
COTOHA prepares “slots” for elements required for answers, then acquires elements for unfilled slots automatically through conversation. She is capable of natural conversation including responding to unexpected questions from users and returning to the original subject.
(2)Flexible interaction
③Reduced set-up workloads
Setting up "slots" reduces the workload when setting up branches that tend to increase in proportion to the number of elements. In addition, a technology for absorbing orthographic variants reduces the workload of inputting response scenarios which tend to be complicated.
(3)Reduction of set-up operations workloads
④Memorization and expanding response
When a user has a problem or complicated request that cannot be resolved by COTOHA, she escalates the conversation to a human operator. COTOHA cumulatively memorizes human interactions and uses this information in conversation to flexibly expand her response capabilities.
(4)Memorizing and expanding response flow
[1] Omnichannel marketing and COTOHA
creating business opportunities
COTOHA is capable of responding to user queries in chat. This innovation shifts encounters with products and services away from searches and towards entertaining conversation. She is also capable of accepting simple orders such as reservations and guiding users to real stores.
[1] Omnichannel and COTOHA outline image
[1] Omnichannel and COTOHA outline image

Expected effects of COTOHA:
Expanded user contacts and sales promotion
Improved user convenience and satisfaction via 24/7 response
Improved coordination between channels (leading users to e-commerce /application sites, etc.)
New user experiences via online services

[2] Stores and COTOHA
Reducing workloads when installed in robots and in-store terminals
Dialog-based interface (application) with users when installed in robots and in-store terminals that act as sales agents in retail stores. COTOHA understands and responds to questions and requests from users via natural language conversations.
[2] Stores and COTOHA outline image
[2] Stores and COTOHA outline image

Expected effects of COTOHA:
Improvement of in-store user convenience and satisfaction
Attraction of users and sales promotion by utilizing robots or in-store terminals
Reducing store staff workloads
Streamlining by coordinating with product info, etc

[3] Internal business processing and COTOHA
Centralization of employee inquiries and procedures on enterprise information portals
COTOHA provides employees with a one-stop service for office procedures and IT-related queries. COTOHA performs simple tasks such as sending application forms via e-mails and resetting passwords in place of a human operator.
[3] Internal business processing and COTOHA outline image
[3] Internal business processing and COTOHA outline image

Expected effects of COTOHA:
Improved convenience for inquiries/applications via one-stop service
Quick resolution of causes of delays
24/7support
Reduced workloads for general affairs and management department

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