Net Protections Implements AI to Solve 70% of Queries Instantly
Net Protections Achieves a 70% Inquiry Resolution Rate Using AI
Introduction
Net Protections, a Tokyo-based company led by President Shin Shibata, has recently unveiled a groundbreaking customer service enhancement for its deferred payment service, "atone." By integrating generative AI response features, the company has achieved an impressive 70% resolution rate for inquiries. This innovation utilizes Amazon Web Services' (AWS) "Amazon Bedrock" to power its AI capabilities.
Background of Implementation
As the number of users for atone continues to grow, inquiries have surged, doubling over the previous year. There has been a notable increase in queries related to "fraudulent usage," which necessitates swift and accurate responses to ensure customer safety. With limited personnel available to handle this burgeoning volume of inquiries, there was a pressing need for a more efficient response system.
Solutions and Initiatives
In response to these challenges, Net Protections has built a robust system structured around the following components:
- - Automation of Inquiry Responses: Utilizing Amazon Bedrock and AWS Step Functions, the workflow for handling inquiries has now been automated.
- - Integration with Zendesk: This CRM system allows AI to read customer inquiries and generate immediate first responses based on manual resources and FAQs.
- - Response Verification: The AI evaluates whether the generated answer is appropriate to send to customers.
- - Urgent Response Management: For high-priority inquiries (e.g., fraud concerns), the AI can now autonomously respond without human intervention.
Effects and Future Directions
Thanks to this innovative approach, the proportion of inquiries resolved by AI-generated initial responses has reached approximately 70%. Additionally, the speed of response has improved significantly, enabling quicker customer support during critical situations. This advancement has also alleviated workload pressures on staff members.
Looking ahead, the company plans to further enhance the AI's response accuracy by leveraging past inquiry data and expanding the range of automated solutions. They aim to strengthen their FAQs and pursue more rapid and precise customer interactions.
Services Utilized
Here's a breakdown of the services deployed in this initiative:
| Service Name | Function | Application |
|---|---|---|
| ---- | -- | --- |
| Amazon Bedrock | A fully managed service providing a range of high-performance foundation models from leading AI companies via a single API | Utilized generative AI foundation models like Claude 3.5 Sonnet and Claude 3 Haiku |
| AWS Step Functions | A service that automates and manages business workflows | Automated inquiry processing workflow |
| Amazon EventBridge | Provides real-time access to data changes from AWS, proprietary apps, and SaaS applications | Ensures processing is directed based on inquiry type |
| AWS Lambda | A serverless service enabling code execution without server provisioning | Facilitates processing each inquiry type |
| Zendesk | A cloud-based CRM system for efficient customer interaction | Handles inquiry reception and management |
| Amazon OpenSearch Service | A managed service that allows operation and scaling of OpenSearch clusters | Builds a knowledge database with FAQs and manuals |
| Amazon S3 | An object storage service for data management | Supports knowledge database creation with FAQs and manuals |
About atone
atone is a deferred payment service accessible for both e-commerce and brick-and-mortar stores. Buyers can pay for items after purchase without needing to register bank account or credit card information, making it immediately available for use. To learn more, visit atone's website.
Company Profile of Net Protections
- - Company Name: Net Protections Inc.
- - Parent Company: Net Protections Holdings (TSE Prime, Stock Code: 7383)
- - Executive: President Shin Shibata
- - Website: Net Protections Corp.
- - Business Scope: Various deferred payment services
- - Founded: January 2000
- - Capital: 100 million yen
- - Headquarters: 5F, Sumitomo Real Estate Kojimachi First Building, 4-2-6 Kojimachi, Chiyoda-ku, Tokyo
Topics Consumer Products & Retail）
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