Yamashita Launches In-house AI Chatbot to Improve Internal Communication Efficiency

Introduction

The Yamashita Corporation, renowned for its business in rental and sales of care products and linen supply, has recently unveiled a new in-house AI chatbot, dubbed the "Yamashita AI Help Desk." This initiative aims to optimize internal communication and response efficiency for various employee inquiries, marking a significant leap forward in how the company manages internal operations.

Background

As the number of employees at Yamashita has increased, so has the complexity and volume of inquiries directed to IT, HR, and finance departments. Historically, these inquiries have put additional pressure on the responsible teams, prolonging response times and raising operational costs. Despite some efforts to organize internal regulations and manuals, the vast volume of information has made it challenging for employees to obtain the rapid answers they need. To address these issues, the company previously relied on external AI chatbot services. However, to better adapt to its unique operational needs and facilitate continuous improvements, the decision was made to internally develop this chatbot.

Overview of the AI Chatbot

The AI Help Desk functions as an internal support system, engaging with employees in natural language to provide answers to inquiries. By harnessing the potential of Microsoft Copilot Studio, the chatbot boasts several noteworthy features:

- Access to Internal Knowledge: The chatbot references internal guidelines, manuals, and FAQs, streamlining information retrieval.
- Conversational Responses: It understands the context of inquiries, generating dialogue-based answers that enhance user experience.
- Cross-Departmental Searches: The system improves answer quality through interdepartmental information searches.
- Customizable Development: Internal development allows for flexibility in tuning, expanding functionalities, and responding to changing needs.

Expected Benefits

Implementing the Yamashita AI Help Desk is anticipated to reduce the workload on departments responding to standard inquiries, leading to quicker response times. An efficient information retrieval environment will boost productivity, allowing employees to swiftly access the information they require. Moreover, the internal development approach is poised to optimize operating costs compared to using external services and to enhance the long-term return on investment.

Future Perspectives

Yamashita's goals for the future include refining the accuracy of responses further and adapting to the diverse nature of internal inquiries. The company's aim is to evolve into a dedicated dialogue-based AI agent that can address complex issues beyond simple Q&A. The focus will initially be on improving interactions with employees to support accurate information dissemination and problem solving. Eventually, integration with workflow tools for automating tasks such as expense claims and various applications will be pursued, creating an environment that autonomously supports business operations.

About Yamashita Corporation

Founded in 1963, Yamashita Corporation has established itself as a leader in the linen supply and care product rental sectors, adhering to its corporate philosophy of "Living Right, Living Richly." The company aims to reach a revenue target of 85 billion yen by 2030, focusing on digital transformation to enhance service quality and productivity while expanding into related and overseas business areas. By tackling industry restructuring and adding high value, Yamashita strives for discontinuous growth, setting a goal of 1 trillion yen in revenue by 2050.