Hokuriku Bank Transforms Operations with AI Helpdesk Implementation

In a significant move towards innovation, Hokuriku Bank has adopted an AI helpdesk system from Helpfeel that organizes around 1,800 internal data entries. This system allows employees to efficiently search for and access vital business knowledge accumulated in electronic meeting rooms, ultimately enhancing overall productivity.

Background of Implementation

Hokuriku Bank has traditionally relied on centralized responses from its headquarters and general affairs department for inquiries from various branches. This centralization has led to a situation where approximately 30-40% of the headquarters' resources were consumed just by answering queries. Employees had various ways to obtain needed information from intranet resources, circular reports, manuals, and phone communications. However, the reliance on phone consultations often resulted in repeated inquiries on similar topics and excess pressure on specific knowledgeable individuals within the organization. This over-reliance led to challenges in knowledge transfer amidst staff changes due to promotions, retirements, or parental leave.

As these challenges became more apparent, Hokuriku Bank recognized the urgent need to create a structure where employee insights could be widely shared and searched independently. To address this, they turned to Helpfeel’s AI helpdesk system, aiming to prevent the personalization of knowledge and enhance the organization's overall information accessibility.

Successful Implementation and Outcomes

Previously, the bank lacked a unified helpdesk to manage information comprehensively. With the implementation of Helpfeel’s AI and intent-predicting search capabilities, the bank initiated the transformation of their internal helpdesk based on information stored in electronic meeting rooms. Given the broad spectrum of inquiry types, a gradually prioritized approach was adopted to add frequently requested FAQ articles focused on high-priority themes.

As a result of these efforts, over 1,800 pieces of information are now organized within the helpdesk, enabling employees to independently search for and resolve their queries. This resource reduces time spent on repetitive questions and lightens the workload on individual team members.

Helpfeel Search Interface

Future Aspirations

As a regional financial institution with around 150 branches, Hokuriku Bank is keen on maintaining high service quality amidst challenges such as workforce shortages. By utilizing Helpfeel, the bank aims to systematically accumulate business knowledge as organizational knowledge, ensuring that valuable insights remain within the institution for future use.

Igarashi Megumi, Deputy Manager of the General Affairs Department, noted that internal inquiry handling had been deeply personalized, leading to concentrated workloads on a few dedicated members. This situation made it difficult to provide timely support due to limited staff.