Enhancing Help Desk Efficiency with RAG System Powered by AI Technology

Transforming Help Desk Operations with AI-

In pursuit of enhanced efficiency and sophistication in their operations, NTT ExC Partner has recently harnessed the power of generative AI technology. This initiative particularly targets functionalities associated with the help desk service, which handles inquiries about procurement systems provided to various companies within the NTT Group. Historically challenged by issues such as uneven response quality and reliance on individual expertise, the introduction of the Super RAG system from Cinnamon AI is set to redefine help desk operations.

Background and Objectives

The need for quick and accurate responses to a wide array of inquiries has grown increasingly paramount within the help desk sector. Moreover, difficulties arising from human-centric operational practices and variability in answer quality have further complicated response processes. By integrating the Super RAG system, an advanced Regenerative AI tool developed by Cinnamon AI, NTT ExC Partner can now efficiently analyze and reference non-structured documents such as manuals and specifications. The system is notably adept at processing content that previously posed significant search challenges, thereby improving response accuracy and addressing inquiries previously considered difficult to resolve.

Key Advancements

The deployment of the Super RAG system has led to remarkable outcomes. Through careful document organization, tuning, and iterative testing, NTT ExC Partner has achieved:
1. Remarkable Accuracy: The RAG system generates accurate responses based on non-structured documents, reaching an impressive threefold increase in response accuracy compared to previous tuning efforts with other RAG systems.
2. Reduced Search Time: There has been notable improvement in the time taken to search through manuals and specifications, streamlining the overall inquiry response time significantly.
3. Decreased Dependency on Individuals: By minimizing the reliance on individual expertise, the Super RAG system has contributed to more consistent and reliable responses across the board.

Future Perspectives

As part of the newly established AI Co-Creation Innovation Office in 2024, the insights gained from the introduction of Super RAG will be utilized to further bolster operations both within and outside the NTT Group. The team aims to leverage their consulting prowess in Business Process Outsourcing (BPO) and operational consultancy to assist clients in adopting generative AI. This entails offering tailored RAG utilization methodologies that align with clients' internal operations.

NTT ExC Partner will continue supporting its clients through a collaborative engagement model, guiding them from improved accuracy to real-world applications.

By tapping into their extensive knowledge of practical AI use, NTT ExC Partner intends to deliver impactful solutions to outside clients, catalyzing transformative changes in business operations.

About Cinnamon AI

Cinnamon AI, founded in October 2016, is dedicated to creating a world where everyone can envision a new future through AI, offering cutting-edge products and consulting services focused on unstructured data. Their flagship products include innovative solutions for automated document analysis, such as the Flax Scanner and Super RAG, designed to create new business structures in the AI era.

With a strong track record of delivering these solutions to major corporations in Japan, Cinnamon AI not only fosters the acquisition and development of high-caliber AI talent in its research divisions in Vietnam but also accumulates significant technological assets to bolster digital transformation and AI utilization initiatives.

For further details about the Super RAG system, visit Cinnamon AI Super RAG.

For inquiries regarding this initiative, please reach out to the following departments: