Introduced FAQ chatbot and succeeded in reducing inquiries by 20% in six months.

【 Summary 】

TENDA Co., Ltd. has a business domain of “Aiming for Workstyle Transformation with AI and Cloud” and offers products such as automatic manual creation software, which is the company’s flagship product and has been introduced by more than 2,600 companies, next-generation manual navigation solutions, business visualization and analysis tools, and communication platforms. The company also offers next-generation manual navigation solutions, business visualization and analysis tools, and communication platforms.
The company has established help desks for several of its business products, but with the increase in the number of products and services installed, there was a shortage of staff to respond to user inquiries. The company also wanted to find a way to solve the problem of not being able to respond to inquiries in real-time during the night or on holidays, as the reception hours are limited to weekday days. When they thought that a chatbot would be a useful solution, they were introduced to “Satto FAQ” and decided to introduce it.
What they wanted to spend time on when building the FAQ chatbot was the “content of the QA talk,” and they were able to minimally start 25 FAQs in a total of about 10 hours, although they had to build the chatbot during their work time.
Six months after the introduction of the system, a review of its usage showed that on average, “Satto FAQ” handled about 40% of the questions, although this varied from month to month. This corresponds to about 20% of all inquiries, which has led to a reduction in the man-hours required to respond to inquiries.