livepass and NTT Docomo Launch AI FAQ Solution for d Point Club

Revolutionizing Customer Support with AI

In a pioneering move to streamline customer support, livepass Inc., in collaboration with TOPPAN Edge, has launched a cutting-edge AI solution named livepass QA for NTT Docomo’s d Point Club service. This initiative aims to transform how users access information, making it easier and quicker to find answers to their queries.

Background of the Implementation

NTT Docomo has been leveraging multiple channels to serve customer inquiries, including FAQ searches, chatbots, and human representatives. However, their traditional FAQ system often proved cumbersome, making it tough for users to find the specific information they were seeking. Similarly, the scenario-based chatbots lacked the nuance required to fully understand the customer’s intent, leading to a diminished self-resolution rate.

To tackle these challenges, livepass introduced livepass QA, a solution designed to profoundly comprehend user intentions and provide a natural conversational experience. The technology behind livepass QA employs unique issue estimation capabilities that accurately interpret ambiguous questions, enabling the tool to suggest relevant FAQs quickly.

Objectives of the Deployment

The objective of implementing livepass QA is to enhance user experience by increasing the self-resolution rate of queries made through automated channels. NTT Docomo expressed a target to boost its self-resolution rate via chatbots to 80%. During a proof of concept (PoC) conducted in partnership with TOPPAN Edge, livepass QA demonstrated the ability to identify accurate answers from vague questions with a high precision rate of over 95%. This success propelled NTT Docomo to adopt livepass QA for their d Point Club service.

Overview of the Solution

livepass QA integrates Large Language Models (LLM) and Retrieval Augmented Generation (RAG) technology to grasp user intent accurately and guide them to the quickest resolution. By constructing a proprietary database utilizing existing FAQs, past inquiry logs, and operational manuals, livepass enables a swift implementation. The solution boasts the following key features:

1. ### Intent Understanding through Issue Estimation
Even ambiguous questions are analyzed by the AI to deduce the user’s intent. It can generate follow-up questions when necessary, identifying what users want to know even if they cannot articulate it clearly.

2. ### Document-based FAQ Generation
If FAQs are lacking, the system can generate a database using available campaign information and operational manuals, thus ensuring comprehensive coverage of potential queries.

3. ### Elimination of Hallucination
Responses are based on existing, human-verified content across text, video, and images, effectively mitigating the risk of misinformation present in generating AI and ensuring lower operational costs.

Future Developments

As livepass QA evolves, it aims to offer an enriched FAQ experience where the AI anticipates customer inquiries proactively. Livepass plans to further enhance customer experiences, particularly in sectors like finance, telecommunications, retail, and public services, focusing on improving self-resolution rates and operational efficiency while maximizing customer satisfaction.

Through this innovative customer experience driven by AI, livepass is committed to fostering better communications between enterprises and consumers, paving the way for the future of customer support.