#Japan #Sapporo #Helpfeel #AI-FAQ #Hokkaido Bank

Hokkaido Bank Unlocks the Power of AI-Focused FAQs for Enhanced Customer Experience

In an era where digital banking is becoming increasingly vital, Hokkaido Bank has taken significant strides to improve its customer support system by integrating Helpfeel's AI-powered FAQ solution. With more than 550,000 users of the bank's 'Dougin App,' a noticeable surge in customer inquiries became a challenge, primarily directed to phone support channels. The introduction of the AI system aims to transform this landscape by enabling customers to self-solve their queries, thus relieving pressure from the traditional call center model.

Background: Growing Demand for Self-Help Solutions

The surge in app users translated to a rise in inquiries, predominantly via phone. Each week, especially on Mondays and payday, the call center experienced overwhelming volumes of calls, leading to delays and connection issues. Many customers struggled to articulate their issues clearly, lengthening both the time taken to resolve calls and customer frustration levels. Previously, the bank's FAQ resources were spread across different web pages related to each product or service. This fragmentation caused customers to resort to phone inquiries even for topics covered in the FAQs, deeming it quicker than searching online.

To tackle this, Hokkaido Bank reconsidered its FAQ system across the Hokuhoku Financial Group. The goal was to create a more user-friendly interface that simplifies the self-service process. In March 2024, the bank decided to implement Helpfeel’s AI-FAQ system, praised for its customer-centricity and robust operational support.

Implementation Results: User Growth with Stabilized Inquiry Rates

Following the deployment of Helpfeel, the bank's management undertook a comprehensive review of their FAQ articles. Collaborations within the team led to enhancements in about 400 individual articles. This strategic improvement resulted in maintaining the inquiry volume despite onboarding 85,000 new users within a year. The transformation also reflected a significant drop in phone inquiries related to basic functionalities such as address changes, signifying that customers are increasingly able to self-serve.

The update cycle of the FAQ content has been notably expedited. Previously, even minor revisions required about two weeks for implementation due to reliance on external production companies. However, the updated system allows for same-day updates, significantly improving the speed at which customer needs can be addressed. The insights derived from search logs also revealed unexpected query trends, allowing further customization in providing information in a customer-relevant context.

Future Developments: Evolving Digital Banking via Enhanced FAQs

Hokkaido Bank’s vision is to view its FAQ system as a navigation tool for its non-face-to-face banking services. By providing seamless pathways from FAQs to product information and other procedures, the bank aims to enhance the digital banking experience progressively. The integration of advanced technologies such as AI will be pivotal in enriching customer interactions and boosting competitive strength in non-face-to-face interactions.

Expert Insight: A Continuous Improvement Journey

A comment from Takahiro Aoki, Head of Sales Promotion at the bank, emphasized the transformative nature of the Helpfeel system. He stated, “Helpfeel isn’t just a solution that we implement and forget. It actively encourages us to continually improve through monthly meetings, where we can assess and adjust our strategies based on search logs and data.”

He elaborated on some easy-to-address functionalities that many customers struggle with, showing how the new system aligns content with customer search behaviors, enhancing overall satisfaction. The ability to enact immediate updates has also catalyzed a culture of improvement across the bank, encouraging proactive contributions from staff in various departments.

Hokkaido Bank is not just optimizing its FAQs but is participating in the 'Regional Bank AI Community' established in 2025 to foster AI-driven transformations and regional revitalization across local banks. By sharing insights and success stories among fellow participants, Hokkaido Bank aims to further elevate customer experience and operational efficiency through collective growth.

In all, the partnership with Helpfeel and the adoption of cutting-edge FAQ technology illustrate Hokkaido Bank's commitment to evolving its services to meet the ever-changing needs of its clientele while solidifying its position in the digital banking landscape.

For more detailed insights and case studies, visit: Helpfeel Case Studies.