Flect Supports SA in Streamlining Maintenance Operations Through Generative AI

Flect Inc., headquartered in Minato-ku, Tokyo, has collaborated with SA Inc. (Fuchu, Tokyo) to enhance the efficiency of third-party maintenance services for IT devices by leveraging generative AI technologies. This innovative project utilizes Salesforce Einstein’s generative AI capabilities along with Data Cloud, allowing the AI to analyze past records of IT device failures and extract similar cases. This advancement significantly reduces the time spent searching for crucial information in extensive data, enabling prompt and accurate responses to issues.

The Impact of Generative AI on SA’s Operations

By implementing this system, not only has SA seen a reduction in work hours, but there has also been a noticeable improvement in response times and the uniformity of service quality. The overall customer experience has subsequently been enhanced. SA provides IT solutions aimed at solving client challenges, including third-party maintenance services which cover hardware even after manufacturers end support. Their commitment to 24/7 on-site service across all 47 prefectures in Japan emphasizes their goal of delivering prompt and accurate support to clients, fostering trust and reliability.

However, with an extensive history of handling various IT devices and brands, SA has accumulated a vast database of troubleshooting records. This rich repository presents challenges, particularly for new employees who may struggle to analyze incident details and determine appropriate actions effectively. Consequently, SA turned to generative AI to create a functionality that suggests optimal responses based on previous service records.

Structure and Design of the AI Functionality

Constructed using Salesforce Einstein’s AI capabilities and Data Cloud, this functionality streamlines the case identification process. It removes barriers to finding necessary information efficiently, addressing the challenge head-on. Importantly, the data accumulated in this system does not include identifiable customer information, ensuring privacy and security are prioritized.

The implementation has not only resulted in a decrease in operational workload for SA but has also elevated response times and standardized the quality of service, further contributing to improved customer interactions.

Key Development Points

1. Rapid Development and Feedback Cycles
In AI development, it is crucial to continuously enhance functionality. Flect achieved this through swift development cycles that included early builds, trial use, and iterative feedback. This approach improved response accuracy significantly within a brief timeframe of just two months—one month for feature development and another for AI tuning. The rapid build time was possible thanks to Flect's extensive expertise in Salesforce and AI, as well as close collaboration with SA.

2. Prompt Tuning for Generative AI
Flect showcased its strengths in adjusting prompts to elevate AI functionality quality. Given the limits on information volume that Large Language Models (LLMs) can process, effectively filtering and utilizing data is crucial. Flect summarized lengthy service records clearly and concisely, enabling the AI to accurately present similar cases. Furthermore, the incorporation of the latest information from service records bolstered answer precision.

Veteran staff members, knowledgeable in this field, further refined the AI's output precision through repeated testing and feedback. As results from this new system roll out, anticipated improvements include reduced inquiry handling time, enhanced response speed, support for employee growth, and strengthened knowledge resources.

Flect is dedicated to furthering the utilization of generative AI within businesses, continually paving the way for operational efficiency and enhanced customer experiences.

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About Flect Inc.

Flect is a top-tier cloud integrator focused on realizing new customer experiences through cutting-edge cloud technology and design. The company offers a wide range of cloud services, integrating closely with platforms such as Salesforce and MuleSoft while holding the highest partner certifications due to its rich achievements and technical skills. Established in August 2005, Flect aims to provide