#Japan #AI Technology #Kyoto #Helpfeel #Kyoto Electronics

Revolutionizing Customer Service with AI

In a bid to streamline customer interactions and enhance operational productivity, Kyoto Electronics, a leading manufacturer renowned for its analytical instruments, has successfully integrated Helpfeel's AI-driven knowledge management system. The introduction of this system in October 2025 marks a significant step in managing a massive database of customer inquiries built up over two decades.

With an overwhelming 10,000 inquiry logs, Kyoto Electronics harnessed AI to systematically analyze this wealth of information. The results were transformative. Approximately 200 frequently asked questions (FAQs) were derived from previously buried expertise, thus alleviating the dependency on specialized personnel when addressing customer queries. This shift not only optimizes customer service but also allows engineers to focus more on essential tasks such as product development.

The Need for Change: Addressing Overburdened Employees

Kyoto Electronics faced a pressing challenge as the complexity of their products led to a surge in technical inquiries. Customer support staff weren't equipped to handle every technical question, which often fell to senior engineers and management. In recent years, the technology development division has seen an annual influx of around 1,250 technical inquiries and a doubling of response time, averaging 2,000 hours annually spent on these questions. Such a trend indicated a growing inefficiency that hindered the company’s overall productivity.

Why Helpfeel? Evaluating AI Solutions

In their quest for digital transformation (DX), Kyoto Electronics reviewed multiple AI solutions with the intention of standardizing their inquiry processes. Helpfeel was selected for two critical reasons:

1. Reduction of Misinformation Risks: Many AI systems generate content directly, raising concerns about the accuracy of the information due to possible hallucinations. Helpfeel circumvents this issue by avoiding modification of FAQ articles by AI and applying technology solely to expand vocabulary for search queries, ensuring accuracy and facilitating effective information sharing.

2. Leveraging Real Inquiries for Knowledge Creation: Unlike traditional manuals that may not encompass real-world questions, Helpfeel builds its FAQs based on actual inquiry logs. It utilizes Helpfeel Analytics, a feature of their platform, to automatically analyze past interactions and draft FAQ articles that reflect the lived experiences of users.

Implementing the Solution: Rapid FAQ Creation

To develop the FAQ system, Kyoto Electronics targeted 10,000 recent inquiry logs compiled over the last decade. Using Helpfeel Analytics, an AI-driven clustering analysis was conducted to categorize and organize these inquiries effectively. This AI tool enabled the classification and drafting of FAQs efficiently, overcoming the limitations of manual processing that had previously constrained the team.

In a mere few months, they established approximately 200 practical FAQs, organized into six product categories, thus opening doors to more efficient customer support and knowledge access.

Future Prospects: A Shift Towards Sustainable Operations

The comprehensive FAQ system implemented at Kyoto Electronics not only empowers customers to resolve their inquiries independently but also serves as a reference point for customer support and sales teams seeking internal knowledge. This initiative marks the first step toward transforming implicit knowledge into explicit knowledge through DX.

Kyoto Electronics views this integration not merely as a cost-cutting measure but as a strategic investment aimed at maximizing productivity with limited human resources. By further harnessing their data assets, they plan to continue advancing their digital transformation efforts.

For more insights, detailed interviews regarding this case are available on the Helpfeel project page.

View the detailed case study

The Impact of Helpfeel Analytics

Helpfeel Analytics plays a pivotal role in this transformation, providing a suite of functionalities that automate the analysis of inquiry logs derived from diverse communication channels. From visualizing inquiry trends to generating drafts for FAQs, it enhances the overall efficiency of inquiry management processes.

For more information on Helpfeel Analytics, visit Helpfeel Analytics.

Company Overview: Helpfeel

Founded in December 2007, with a Japanese branch established in December 2020, Helpfeel is headquartered in Kyoto and focuses on optimizing massive corporate knowledge assets for AI utilization.

Helpfeel's core mission is to create an effective information infrastructure for the AI era by structuring knowledge assets scattered across organizations, ensuring that AI performs optimally and drives value creation efficiently.