#Japan #Yokohama #Helpfeel #NTT Data MSE #AI Help Desk

Introduction

In a world where knowledge management is pivotal for corporate success, NTT Data MSE has taken significant strides in addressing internal information sharing inefficiencies. The company has partnered with Helpfeel, a leading AI knowledge data platform provider, to implement a sophisticated AI Help Desk aimed at centralizing and optimizing access to corporate knowledge. This initiative is part of a larger digital transformation (DX) project, affecting around 2,000 employees.

The Challenge: Inefficient Information Retrieval

Many organizations confront a common issue: employees struggle to locate essential information swiftly. Research conducted by Helpfeel revealed that employees spend an average of 1 hour and 5 minutes daily searching for internal data, with a staggering 77% admitting they cannot find the information they need on their own. Such inefficiencies contribute to decreased productivity, compelling organizations to act. NTT Data MSE recognized the urgency of this problem and set the goal to enhance information accessibility across its departments.

Implementing the AI Help Desk Solution

To tackle this challenge, NTT Data MSE developed an AI Help Desk that leverages Helpfeel's advanced technology. Employees previously spent considerable time navigating through disparate systems with varying procedures across its 14 departments. By employing Helpfeel’s AI-driven solution, employees can now access all corporate knowledge seamlessly without having to wade through different information silos.

Process of Integration

The implementation of the help desk didn’t occur overnight. Instead of integrating information from all departments in one fell swoop, NTT Data MSE gradually collected data from existing resources, including FAQs and shared folders. Each piece of information was meticulously verified before it was entered into the system, ensuring that redundancy was eliminated and information was accurately represented. As a result of this systematic approach, they amassed 870 articles within the first four months and exposed all employees to a central information hub.

Remarkable Outcomes

The impact of implementing the AI Help Desk, branded as the MSE Concierge, has exceeded expectations. Over 60% of employees have utilized the system since its launch, a significant increase compared to previous tools where user adoption ranged merely from 5% to 25%.

Additionally, the project has yielded impressive results in terms of productivity. The time spent on inquiries and FAQ management has decreased by up to 70%, allowing employees to redirect their focus towards core duties rather than administrative tasks. The positive feedback from users reflects their newfound ability to locate information swiftly, creating a virtuous cycle of increasing information sharing and trust in the platform.

Furthermore, these achievements have not gone unnoticed, as NTT Data MSE received accolades through its internal project award system in recognition of the transformative impact of the AI Help Desk on organizational productivity.

Future Perspectives: Enhancing User Experience

Looking ahead, NTT Data MSE plans to introduce enhanced functionalities, such as the ability to search directly within PDF documents and a push notification system for important updates. This will not only simplify information retrieval but also ensure that crucial information reaches employees promptly.

In preparation for potential increases in inquiries during system updates or corporate events, the organization is establishing a content-preparation mechanism to maintain the help desk’s efficacy and user satisfaction. NTT Data MSE is committed to continually improving its resources, ensuring that efficiency and productivity remain at the forefront of its operational strategy.

For more detailed insights into this project, visit: Helpfeel's Project Showcase

Conclusion

As the need for effective knowledge management intensifies, NTT Data MSE’s partnership with Helpfeel exemplifies how tailored AI solutions can redefine internal communications and operational efficiency. In a corporate landscape that increasingly relies on digital resources, initiatives like these are crucial for maintaining competitive advantage and fostering an informed workforce.