Hokuyo Bank Enhances Customer Support Using Helpfeel's AI-FAQ System

Hokuyo Bank, located in Sapporo, has partnered with Helpfeel, a Kyoto-based company specializing in AI-driven customer service solutions, to transform their customer support capabilities. With this collaboration, the bank has not only improved its telephone response rate from below 80% to more than 90%, but has also decreased the volume of customer inquiries significantly by enabling self-resolution via Helpfeel's AI-FAQ system.

The Background of the Implementation

For years, Hokuyo Bank primarily managed customer inquiries via telephone. This traditional approach required the handling of over 2,000 calls each month, putting immense pressure on the bank to maintain sufficient staffing levels. Due to high turnover and challenges in recruitment, the response rate occasionally dipped below 80%—a situation that was unsustainable given the growing need for efficient customer service.

In response to these challenges, the bank implemented Helpfeel’s search-based AI-FAQ in November 2023. This innovative solution allows customers to find answers online without having to call, effectively bolstering the non-face-to-face support system.

Positive Impact of Helpfeel

Since the introduction of Helpfeel’s AI-FAQ, Hokuyo Bank has seen a remarkable improvement in its service quality. By refining the content and usability of its online FAQs, access to relevant information surged, leading to a reduction in the 'no-hit' rate—instances where customers couldn't find answers to their questions—an essential KPI for the bank.

As a result, the self-resolution rate increased significantly, consequently decreasing the number of calls to the customer service center. This effort improved the response rate to over 90% without the need to expand the workforce.

Moreover, data gleaned from FAQ search logs illuminated customer needs, revealing frequent requests regarding services such as updating addresses and phone numbers for notifications. This insight enabled Hokuyo Bank to make necessary updates to its app and systems, further enhancing customer convenience.

Future Plans for Strengthening Web Support

Looking ahead, Hokuyo Bank plans to extend its FAQ offerings to corporate customers, enhancing the breadth of support available to all clients. The Digital Marketing Department currently manages the FAQs, but there is momentum to expand this responsibility across other departments in the bank. The overarching goal is to reduce inquiries and bolster customer satisfaction institute-wide.

The bank is ultimately aiming to create an environment where customers can resolve their issues solely through the web FAQ, eliminating the need to provide a telephone number on their website.