#Japan #Tokyo #SmileAI #OrangeOne #AI Assistance

Unveiling the SmileAI Agent for Enhanced Inquiry Management

OrangeOne Inc., based in Tokyo, is proud to announce the upcoming release of the SmileAI Agent for Freshdesk / Freshservice, scheduled for the end of July 2025. This innovative tool is designed to significantly reduce the initial workload associated with inquiry responses while maintaining high standards of speed and quality.

The power of generative AI allows the SmileAI Agent to automate initial responses and FAQ searches—tasks that have traditionally relied on individual operators. By doing so, it not only boosts operational efficiency but also aims to elevate the overall quality of responses across the organization through better knowledge reuse.

What is the SmileAI Agent for Freshdesk / Freshservice?

The SmileAI Agent utilizes the accumulated FAQ data, documentation, and inquiry history within a company to generate immediate and accurate first responses to inquiries. The integration with Freshdesk and Freshservice means that this tool can seamlessly embed into existing inquiry management workflows.

For more details, you can visit the product page: SmileAI Agent. With the SmileAI Agent, you gain an intelligent AI teammate that can think and act accordingly.

Key Features

1. Automated Initial Responses from Existing Knowledge
The AI analyzes internal FAQs, manuals, and response histories to automatically send the most suitable answers based on the inquiry's content.

2. Safety Protocols for Uncertain Answers
A unique feature allows the AI to determine when an inquiry may require human intervention, ensuring reliable and accurate communication.

3. Semi-Automatic Draft Creation
For users wary of automatic replies, the AI can provide draft responses that personnel can quickly review and send, significantly reducing response times.

4. Automatic Inquiry Classification
The AI will analyze inquiries and automatically tag and assign them to relevant personnel, enabling automated workflows based on classification results.

Background of the Offer

In customer support departments, persistent challenges such as balancing response speed and message quality, reliance on individual expertise, and underutilization of organizational knowledge have been commonplace. OrangeOne has been at the forefront of addressing these challenges with its solutions, combining self-help support (SmileAI) and inquiry management (Freshdesk). The generative AI package is an evolved approach designed to structurally enhance daily accuracy, speed, and quality of responses.

Expected Impact of Implementation

• - Reduction of Initial Response Time by up to 50%: Internal testing indicates significant cuts in average first-reply times.
• - Uniformity in Response Quality: The system helps minimize reliance on individual performance, resulting in more standardized service.
• - Improved Accuracy through Knowledge Reuse: Leveraging existing knowledge improves the precision of responses.

What is Freshdesk/Freshservice?

Freshdesk and Freshservice are leading help desk and inquiry management tools recognized for their exceptional features and usability, adopted by over 50,000 companies worldwide. They facilitate centralized management of inquiries from various channels like email, chat, phone, and social media, enabling users to construct customer portals and FAQs. This integrated platform has gained considerable support for enhancing the quality and speed of inquiry management and customer service. Both solutions will support the SmileAI Agent's features.

For more information, visit:
Freshdesk
Freshservice

Company Overview

• - Company Name: OrangeOne Inc.
• - Location: 4th Floor, Shuwa Kudanshita Building, 1-2-27 Fujimi, Chiyoda, Tokyo
• - CEO: Mori Kasuhara
• - Founded: November 2006
• - Business Focus: Tools for optimizing inquiry handling processes (FAQs, chatbots, generative AI, internal portals, etc.)
• - Corporate Site: OrangeOne
• - Contact: Inquiry Page