Altius Link Transforms Resona Group's Help Desk into a Full Chat System

Altius Link's Innovative Approach in Help Desk Operations

Altius Link Inc., located in Shibuya, Tokyo and led by CEO Masatoshi Naya, has made remarkable strides in transforming the internal help desk operations of the Resona Group. The initiative aimed to fully automate the help desk through chat technology, resulting in significant personnel optimization and operational efficiency.

Background and Challenges

Historically, the Resona Group, which encompasses four banks including Resona Bank and Saitama Resona Bank, relied on external system development companies for their internal help desk services. This dependency limited their operational capabilities, as inquiries could only be managed through specific systems, typically via telephone. This arrangement posed several challenges, including restricted inquiry methods and a lack of internal expertise development.

To address these issues, Resona Group sought to enhance the internalization of their operations and build a reservoir of know-how within the organization. Thus, the need for a comprehensive review of their operational structure became imperative.

Achievements and Key Points

Enhancing Inquiry Coverage and Convenience

By analyzing historical inquiry data, Altius Link was able to identify common questions and integrate this information with existing FAQ materials. This process led to the creation of an optimized chatbot scenario that not only expanded the range of covered inquiries but also improved user convenience. Consequently, the frequency of chat usage surged as employees found it more efficient than traditional methods.

Chatbot Efficiency

Through gradual reductions in phone-based support, Altius Link achieved complete chat automation. With a single operator now able to handle multiple inquiries simultaneously, the chatbot began addressing approximately 70% of all inquiries. This shift allowed the help desk to operate effectively with only 40% of the previous staffing levels, showcasing an impressive boost in productivity while maintaining service quality.

Ongoing Commitment

In their released case study, Altius Link provides an in-depth look at the success of these implementations, inviting readers to explore the details. Moving forward, the company remains committed to supporting the Resona Group in their journey toward further internalization and the delivery of high-quality services. By leveraging the latest technologies and advanced human operations, Altius Link aspires to contribute meaningfully to the business landscape of their clients.

Related Information

About Altius Link Inc.

Altius Link, founded in 1996 and officially launched in September 2023, is a joint venture between KDDI and Mitsui & Co. The company specializes in providing comprehensive BPO (Business Process Outsourcing) services, including contact centers, back-office support, sales assistance, and IT solutions. By integrating high-value human operations with cutting-edge technologies like generative AI, Altius Link is driving business transformation and enhancing corporate competitiveness. Their mission is summarized as: ‘Stronger, more beautiful, and more interesting connections.’ By enriching the relationships among people, companies, and society, Altius Link seeks to co-create value with their clients and contribute to the development of a sustainable society.

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