JR West Customer Relations and ELYZA Achieve 50% Reduction in Post-processing Time with Generative AI

Introduction

In a significant development for customer service operations, JR West Customer Relations (JWCR) has teamed up with ELYZA, a company specializing in the social implementation of large language models (LLMs), to leverage generative AI in their customer service operations. This collaboration has led to a 50% reduction in average after-call work (ACW) time for the 'JR West Customer Center', where customer feedback is recorded and summarized.

Background on the Collaboration

Since 2022, JWCR and ELYZA have embarked on a transformational journey to enhance the quality of customer interactions and alleviate operational burdens by utilizing generative AI. A key aspect of this project involves the summarization and text conversion of all incidents reported through phone and email at the JR West Customer Center, effectively automating parts of the documentation process through AI capabilities.

Following the introduction of generative AI for inquiry summarization in 2023, both companies dedicated themselves to continuous improvement of the AI's performance and operational efficiency. Their mutual focus on enhancing functionality and operations has yielded remarkable results.

Achievements

The primary focus of this initiative revolved around categorizing complex customer queries, specifically categorized as 'Customer Feedback and Requests'. These inquiries often contain layers of complexity, necessitating comprehensive summaries that encapsulate various aspects such as service feedback, requests for improvements, historical context, verifications of facts, and future expectations.

Notably, the AI-assisted summarization process achieved a significant milestone. Between August 2023 and December 2025, the average post-processing time for inquiries fell from 12 minutes and 47 seconds to just 6 minutes and 23 seconds, demonstrating a successful reduction of nearly 50%. Furthermore, a consistent performance was maintained in the months leading up to 2026, further solidifying the AI's capability in this operational context.

Previously, during the initial phases of the AI implementation in 2023, the average reduction was recorded at approximately 21%. However, with persistent efforts and enhancements in compliance and support structures, the operational strategy was evolved into a framework that currently supports a sizeable team of 100 employees.

Factors Contributing to Success

The reduction in post-processing time was achieved through the meticulous refinement of operational frameworks, alongside regular training sessions and updates to the AI models to enhance accuracy. Key strategies employed included:

1. Internal Engagement and Training: JWCR fostered a culture of knowledge among its teams, revising operational rules and training operators in communication techniques to enhance the AI's efficiency in processing requests.
2. Ongoing Workshops and Summarization Guidelines: JWCR developed a comprehensive rulebook for summarization processes, conducting biannual revisions to ensure clarity and effectiveness of the new protocols.
3. AI Model Improvements: ELYZA continuously refined the generative AI models, ensuring that they adapt and improve with the evolving operational demands, including adjustments to formatting rules and enhancing overall coverage of summary outputs, significantly lowering supervisor workload in terms of checks.

Effective communication between both companies played a significant role in identifying challenges and implementing necessary improvements across both operational and AI engagement layers. This robust collaboration has been instrumental in achieving the excellent reduction in ACW currently observed.

Statements from the Involved Parties

JR West Customer Relations

Takahiro Iwasaki, Director of Operations
"In the contact center environment, summarizing conversations accurately is essential, yet also a demanding task for operators. Our extensive range of inquiries necessitated accurate documentation and precise distillation of essential points. By harnessing ELYZA's generative AI technology, we’ve effectively reduced our ACW time by approximately 50%, while significantly enhancing the quality and organization of recorded customer insights that can drive service improvements."

ELYZA

Hiroki Matsuura, Manager of Solutions Division
"The introduction of generative AI is just the beginning. Continuous cycling of improvements both in our operational methodologies and AI model precision is vital to achieve sustained advancements in business operations. The successful 50% reduction in ACW is a testament to the collaborative efforts of JWCR and ELYZA, showcasing the importance of dense communication and shared challenges in driving positive outcomes in high-difficulty areas like customer feedback summarization."

Conclusion

Moving forward, our teams are committed to maintaining a close partnership, evolving cooperation in the contact center operations, and leveraging AI to enhance customer experience continuously. This success illustrates the potential of technology and teamwork in revolutionizing customer service industries.