Fujitsu Social Command Center

Fujitsu Social Command Center (SCC) is created with the purpose to provide the personalized service of users when processing of constantly increasing number of the user addresses. The center is designed to help clients with the solution of often arising problems with IT infrastructure due to use of technologies of automation, virtual agents and cognitive training.

As of July 19, 2017, SCC represents the intellectual portal including virtual agents for a text chat in 14 languages.

2017: Fujitsu implements cognitive technologies in own center of technical support

Fujitsu provided the cognitive technologies applied to expansion of functionality of the service center of the next generation of Fujitsu Social Command Center (SCC). As envisioned by the company, development will allow to create the universal, intellectual and focused on the user model which will integrate several channels of support for quality improvement of service of users.

Using such engineering developments as artificial intelligence and voice biometric identification, the SCC center simplifies processing of a broad spectrum of addresses of users.

In general the SCC Fujitsu center integrates cloud computing and the systems of machine learning and the predicative analysis to ensure smooth operation of end users. The function of a virtual personal assistant available from any device implements interaction with a system in a natural language using several channels of contact.

Later in 2017 Fujitsu is going to implement in speech recognition SCC function. The sensing technology of a timbre of a voice of users is already supported for situations when biometric check in addition to the system of uniform registration is required.

By estimates of developers, the SCC center can help the companies to reduce the number of telephone appeals to the center of support by 40%.

"Using Fujitsu Social Command Center you communicate in a chat with the virtual agent also simply as though you corresponded with colleagues. Virtual agents understand natural language query and are capable to armor tickets for airplanes, to book hotel rooms, to monitor implementation of your addresses and can even fill out sheets of working time — told Konvai Mow (Conway Kosi), the head of department of development of services of the managed infrastructure of Fujitsu company in EMEIA region. — Our task consists in that users could not distinguish virtual agents from the normal staff of the centers of support. And thanks to automation of big range of daily addresses for receiving support, we increase the speed of work of agents in the solution of difficult tasks".

Cost and availability

Use of services of Fujitsu Social Command Center is already available to clients of the company. Cost depends on the volume of the included services.