transcosmos Enhances Digital Customer Support for Daiwa Connect Securities with AI Solutions
In a significant move towards improving customer experience, transcosmos has partnered with Daiwa Connect Securities Co., Ltd., based in Tokyo, Japan, to innovate its digital customer support services. This collaboration focuses on refining self-service options for clients through cutting-edge artificial intelligence technology.
transcosmos, recognized for its operational expertise, has introduced an AI-driven chat channel and a revamped FAQ system designed for efficiency and user-friendliness. Their approach leverages a hybrid model that combines both human and AI responses to enhance the customer support experience. The implementation of this model has proven effective in increasing the self-service completion rate significantly, empowering users to resolve issues autonomously.
To kick off the development process, transcosmos conducted a thorough analysis of the types of inquiries received on the existing human-chat channels. By identifying common obstacles that customers face while navigating support resources, they tailored the AI chat responses and FAQs to better address these pain points. Moreover, they meticulously reviewed and enhanced FAQ descriptions along with user flow to ensure a seamless interaction, fostering a higher success rate in self-service engagements powered by AI.
Daiwa Connect Securities has reported a notable surge in inquiries related to account openings and login problems in recent years. Acknowledging that their previous chatbot solutions, which relied solely on scenario-based dialogues, were not adequately meeting user needs, the company strategized to integrate a more sophisticated AI chat model. This initiative, driven by a collective effort from Daiwa Connect Securities, transcosmos, and Proz Co., Ltd., involved clarifying requirements and designing operational flows, user interfaces (UI), user experiences (UX), and the AI components within a tight timeframe of approximately 1.5 months.
The project highlights an effective collaboration among all parties, leading to a swift deployment of the ProzAnswers system - an advanced AI chat platform that enables automatic responses and FAQ generation. With a focus on quality customer support and reduced reliance on human agents for inquiries, transcosmos aims to relieve the burden on support teams while maintaining a high level of service.
transcosmos continues to prioritize customer experience (CX) enhancements and operational efficiencies by utilizing data-driven insights and customer feedback. They remain dedicated to expanding upon the initial implementation, enabling ongoing improvements in how customers interact with their platforms.
ProzAnswers is an innovative knowledge management and inquiry support system developed by Proz Co., Ltd. Serving as a centralized platform, it integrates various inquiry channels, including FAQs and chats, to help enterprises improve self-service rates and streamline operations effectively.
Founded in 1966, transcosmos Inc. has been at the forefront of integrating skilled personnel with advanced technology to provide valuable services that boost clients’ competitiveness. With 186 locations spread across 36 countries, the company is committed to supporting businesses through both e-commerce solutions and enhanced operational processes, confirming its position as a trusted Global Digital Transformation Partner. Their dedication to ongoing improvement ensures they can meet the rapidly evolving demands of international markets.
transcosmos, recognized for its operational expertise, has introduced an AI-driven chat channel and a revamped FAQ system designed for efficiency and user-friendliness. Their approach leverages a hybrid model that combines both human and AI responses to enhance the customer support experience. The implementation of this model has proven effective in increasing the self-service completion rate significantly, empowering users to resolve issues autonomously.
To kick off the development process, transcosmos conducted a thorough analysis of the types of inquiries received on the existing human-chat channels. By identifying common obstacles that customers face while navigating support resources, they tailored the AI chat responses and FAQs to better address these pain points. Moreover, they meticulously reviewed and enhanced FAQ descriptions along with user flow to ensure a seamless interaction, fostering a higher success rate in self-service engagements powered by AI.
Daiwa Connect Securities has reported a notable surge in inquiries related to account openings and login problems in recent years. Acknowledging that their previous chatbot solutions, which relied solely on scenario-based dialogues, were not adequately meeting user needs, the company strategized to integrate a more sophisticated AI chat model. This initiative, driven by a collective effort from Daiwa Connect Securities, transcosmos, and Proz Co., Ltd., involved clarifying requirements and designing operational flows, user interfaces (UI), user experiences (UX), and the AI components within a tight timeframe of approximately 1.5 months.
The project highlights an effective collaboration among all parties, leading to a swift deployment of the ProzAnswers system - an advanced AI chat platform that enables automatic responses and FAQ generation. With a focus on quality customer support and reduced reliance on human agents for inquiries, transcosmos aims to relieve the burden on support teams while maintaining a high level of service.
transcosmos continues to prioritize customer experience (CX) enhancements and operational efficiencies by utilizing data-driven insights and customer feedback. They remain dedicated to expanding upon the initial implementation, enabling ongoing improvements in how customers interact with their platforms.
About ProzAnswers
ProzAnswers is an innovative knowledge management and inquiry support system developed by Proz Co., Ltd. Serving as a centralized platform, it integrates various inquiry channels, including FAQs and chats, to help enterprises improve self-service rates and streamline operations effectively.
About transcosmos Inc.
Founded in 1966, transcosmos Inc. has been at the forefront of integrating skilled personnel with advanced technology to provide valuable services that boost clients’ competitiveness. With 186 locations spread across 36 countries, the company is committed to supporting businesses through both e-commerce solutions and enhanced operational processes, confirming its position as a trusted Global Digital Transformation Partner. Their dedication to ongoing improvement ensures they can meet the rapidly evolving demands of international markets.
Topics Business Technology）
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