#Japan #Ashikaga Bank #Utsunomiya #Helpfeel #AI-FAQ

Transforming Customer Support with AI

In a significant move towards digital transformation in the banking sector, Ashikaga Bank has recently integrated Helpfeel's advanced AI-FAQ system into its website. The goal was to enhance customer service by providing a 24/7 self-service environment.

Background: Overwhelmed with Phone Inquiries

Ashikaga Bank faced a pressing challenge with over 4,000 monthly phone inquiries due to an extensive FAQ section containing around 670 questions distributed across various service pages. Many customers felt that calling was quicker than searching through the oversized FAQ sections. Moreover, the limited staffing of their call center led to difficulties in addressing inquiries outside business hours. Recognizing the need to improve customer accessibility to information, Ashikaga Bank partnered with Helpfeel, launching the AI-FAQ system in April 2024.

Results of Implementation 1: Decreased Phone Inquiries

The introduction of the AI-FAQ system yielded impressive results:

• - Reduction in Calls: The bank successfully reduced phone inquiries by approximately 10% compared to the previous year, particularly concerning internet banking and app queries.
• - Self-Resolution Uptake: The FAQ section recorded over 20,000 sessions each month, with many customers resolving their inquiries independently even during non-business hours.
• - Improved Form Use: By incorporating Helpfeel into their inquiry forms, around 70% of users found their answers without having to submit a question, significantly increasing overall convenience.

This transition not only alleviated the burden on the call center but also optimized their resources, allowing staff to focus on more complex issues requiring human intervention.

Results of Implementation 2: Leveraging Data for Service Development

Additionally, the system's analytics capabilities have empowered Ashikaga Bank to identify customer needs more accurately. Analysis of search logs revealed common queries, such as how to confirm account numbers. In response, the bank has worked on implementing online solutions for these previously phone- or in-person-only services, fostering cooperation between departments and streamlining agreement processes.

As a result, the collaboration between the website management team, call center, and product development divisions has strengthened, creating a positive feedback loop for promptly addressing customer needs with improved services.

Future Outlook: Sustainable Operations Through Community Collaboration

In financial institutions, personnel changes are inevitable. However, Helpfeel’s customer success support mitigates the impact of such changes, ensuring the quality of FAQ operations remains consistent over time.

Moving forward, Ashikaga Bank plans to integrate call center inquiry data with FAQ information, further enhancing customer convenience and operational efficiency. They also aim to participate in Helpfeel's