#Japan #Tokyo #KARAKURI assist #TVer #カラクリ

Introduction of KARAKURI assist by TVer

In an exciting development in the world of customer support technology, TVer, a leading Japanese video streaming service, has incorporated the AI-powered operator support agent known as "KARAKURI assist" from Karakuri Co., Ltd. This implementation aims to enhance customer service efficiency as TVer continues to experience significant growth.

Background of Implementation

TVer reported an impressive unique browser count of 41.2 million for January 2025, marking a 117% increase from the previous year. With an expanding audience drawn to a diverse array of content, including dramas, variety shows, sports, and anime, the demand for customer inquiries has risen sharply, necessitating a more efficient support system.

Historically, customer support at TVer has been managed by a small team consisting of both external vendors and internal staff, facing numerous challenges:

• - Quality Variability: Different operators had unique methods of addressing inquiries, resulting in inconsistent answers for the same issues.
• - Knowledge Fragmentation: Operators referenced various sources, often relying on outdated information.
• - Poor Search Functionality: The existing inquiry tool allowed only title-based searches, limiting knowledge utilization.

Despite attempts to standardize through manual enhancements and training sessions, the issues of inconsistency and knowledge fragmentation persisted. The decision to implement KARAKURI assist stems from the need for unified knowledge management and enhanced search capabilities to provide consistent responses to the increasing inquiries.

Utilization of KARAKURI assist

The "KARAKURI assist" is a generative AI-fueled support tool tailored for customer service improvements. TVer utilizes its features to elevate support quality and streamline operations:

1. Advanced Search Features: The AI tool offers intuitive search capabilities, enabling operators to easily locate necessary knowledge using tags and fuzzy search options.
2. Shortcut Keys: Simple operations allow for quick retrieval of relevant information, thus reducing response time and enhancing efficiency.
3. Reference to Past Cases: Operators can quickly access similar past cases to ensure consistent responses.
4. Generative AI Functions: Assists in crafting appropriate replies, particularly for sensitive inquiries.

In the span of just one to two months post-implementation, TVer noticed a remarkable achievement — there were zero errors in guidance due to knowledge selection mistakes. Furthermore, the constant updates accompanying service growth have been addressed with accurate and timely information.

Insights from TVer

According to Mami Horimoto from TVer's Corporate Communication Department, the most significant benefit of adopting KARAKURI assist has been the enhanced searchability of knowledge.

Previously, finding information was labor-intensive, but now operators can swiftly access information even with vague recollections about keywords.

For a service boasting over 40 million users, customer inquiries go beyond routine tasks; they represent critical opportunities to enhance brand value. Features like previewing content from search results and referencing historical responses have drastically reduced the risks of selection errors. Since the implementation, errors due to knowledge selection mistakes have reached zero.

In the future, TVer aims to streamline judgment and response processes further utilizing past cases and knowledge, targeting reductions in escalation numbers and overall inquiries. As the service continues to expand, customer support aims to accurately gather, analyze, and convey user feedback to relevant departments for service planning and development.

About TVer

TVer is Japan's largest video streaming service, providing viewers with reliable and safe television content produced by various commercial networks, all for free. Users can enjoy approximately 800 programs continuously, including missed broadcasts, live sports, and real-time broadcasts of primetime shows.

For more details, visit TVer.

About Karakuri

Karakuri Co., Ltd. is an AI startup striving to implement large language models for customer support. Their innovative solutions, such as the AI series for customer service, have been selected by major companies like Takashimaya and SBI Securities.

To learn more, visit Karakuri.