#Japan #Kyoto #Helpfeel #AI-FAQ #Hokuriku Bank

Enhancing Customer Service: Hokuriku Bank and Helpfeel

Hokuriku Bank, a prominent financial institution based in Toyama, Japan, has made significant strides in improving its customer support through the integration of Helpfeel's AI-powered FAQ system. This partnership has not only streamlined the inquiry process but also drastically reduced the call abandonment rate from 15% to an impressive 2.5%. By leveraging advanced AI capabilities, Helpfeel has allowed Hokuriku Bank to enhance customer experience (CX) while simultaneously easing the operational load on its call center.

Background of the Implementation

Hokuriku Bank aimed to increase customer satisfaction by setting up a FAQ section and chatbot functionality on its website. However, the absence of an effective search feature resulted in customers struggling to find the information they needed independently, leading to a concentration of queries directed to the call center. The result was a staggering 15% abandonment rate during peak inquiries, causing frustration for both the bank and its customers.

The previous FAQ setup had approximately 800 articles, many of which contained overlapping content due to varying expressions for similar queries. This redundancy not only lowered the effectiveness of the search functionality but also added complexity to the management of these resources, placing a burden on the operational staff.

Results of the Helpfeel Integration

With Helpfeel's AI-FAQ system in place, the number of FAQ articles has been reduced by 75%, bringing the total down to around 200. The AI-driven predictive search intelligently accommodates variations in keywords, significantly enhancing the search precision and allowing more customers to find the relevant answers they seek. This improvement has been instrumental in reducing the volume of calls to the center, contributing to the dramatic drop in abandonment rates and alleviating the pressure on customer service staff.

Additionally, with fewer inquiries coming through traditional phone lines, the call center has experienced a downward trend in incoming calls. This has not only eased the workload but also allowed operators to dedicate more time to enhancing the quality of their responses.

Hokuriku Bank has also established a mechanism for using search log data from the FAQ system to collaborate with different departments, enabling them to quickly improve FAQ articles based on real-time customer needs. This continuous evolution ensures that the FAQ remains relevant and effectively meets customer information requirements.

Future Plans

Looking ahead, Hokuriku Bank aims to transform its FAQ platform into a fundamental non-face-to-face service point akin to a digital storefront. By attracting web visitors significantly exceeding those of physical branches, the bank intends to guide customers from the FAQ towards various financial products like investment management and loans, thereby functioning as a suggestion-based channel.

Future initiatives include expanding the FAQ articles related to pressing search interests, such as NISA (Nippon Individual Savings Account), and promoting related campaigns through the FAQ platform. By doing so, Hokuriku Bank plans to further enrich customer engagement and deepen relationships, ultimately leading to enhanced conversions and a more interactive web customer experience.

Explore More

For in-depth insights and case studies, please visit the official Helpfeel website at Helpfeel Case Studies.

About Helpfeel's AI-FAQ

Helpfeel's AI-FAQ system employs patented search technology that accurately predicts customer search intent, enabling effective self-service. By deploying the framework known as ‘The Knowledge Journey’, Helpfeel supports companies in enhancing their CX while facilitating a reduction in inquiries. As of December 2024, Helpfeel has been implemented on over 500 sites, affirming its position as a leader in the industry for FAQ market shared growth rate.

To learn more about Helpfeel, visit Helpfeel Service Site.

Company Overview

• - Established: December 21, 2007 (Japanese subsidiary established on December 4, 2020)
• - CEO: Kazuhiro Rakusai
• - Kyoto Office: 5th Floor, Kawamoto Building, 110-16, Goshiyahachiman-cho, Kamigyo-ku, Kyoto 602-0023, Japan
• - Tokyo Office: 4th Floor, Sumitomo Real Estate Yaesu Building, 2-14-1 Hachobori, Chuo-ku, Tokyo 104-0032, Japan
• - URL: Helpfeel Corporation