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Enhancing Call Center Efficiency: SBI Ikiki and Helpfeel

SBI Ikiki Short-Term Insurance Co., based in Minato, Tokyo, has successfully integrated Helpfeel's search-based AI-FAQ into its call center operations. This step aims to bolster the efficiency of service representatives while improving their proposal capabilities.

Immediate Impact of AI Implementation

The adoption of Helpfeel's system has resulted in significant operational improvements. The average handling time for customer inquiries has dropped from eight minutes to just six, thanks to streamlined access to crucial information. This reduction not only eases the workload on operators but also allows experienced representatives to allocate more time to personalized customer proposals. In fact, the number of outbound calls has increased to 1.8 times the previous rate, leading to expanded business opportunities.

The project was spearheaded by the team from the Customer Service Department, including director Yoshitaka Takahashi, business center chief Keiko Irie, vice chief Momo Ko and chief Kengo Yoshikuni. Their success marks a significant turning point for SBI Ikiki's call center operations.

Necessity of Centralizing Knowledge

SBI Ikiki offers a variety of small-scale short-term insurance policies, covering death, medical, and nursing care, managing approximately 100,000 contracts as of April 2025. However, until now, the call center faced challenges related to fragmented and outdated information across different teams. Operators often struggled to find necessary data quickly, leading to delays that could compromise customer satisfaction.

To resolve these issues, SBI Ikiki launched a project aimed at centralizing call center knowledge. The system went live with Helpfeel's AI-FAQ in May 2024.

Benefits of the AI-FAQ System

1. Centralized Knowledge Base Reduces Inquiry Time

The Helpfeel platform assessed the previous 8,000 entries of knowledge, eliminating redundancies and obsolete data. Starting with 300 prioritized articles, the company was able to create a more focused and accessible knowledge database. As a result, representatives can now find accurate information promptly, without needing to navigate multiple files during calls.

Especially beneficial has been Helpfeel's unique PDF search function, allowing operators to conduct a broad search across various documents simultaneously, thus greatly reducing the time spent looking for information. This has led to a reduction in handling time by up to two full minutes per inquiry.

2. Streamlined New Operator Training Enhances Proposals

The ease of access to necessary information has cultivated a culture of self-learning among new operators. As questions directed towards supervisors have decreased, supervisory staff can now focus on more complex inquiries.

With reduced training burdens on supervisors, experienced operators have been freed up to concentrate on outbound communication efforts, leading to an impressive 1.8-fold increase in outbound call volume. This has, in turn, enhanced their ability to provide tailored service to each customer.

Future Outlook: Maximizing Customer Experience

Moving forward, SBI Ikiki plans to further expand the range of knowledge accessible through Helpfeel, aiming to reduce escalations to supervisors even more. By reinforcing a seamless access environment for information, the company is dedicated to ensuring that all operators, regardless of experience level, can provide consistent and high-quality service.

In addition, detailed case studies on this implementation are available on Helpfeel’s website for those interested in the full transformation journey.

About Helpfeel’s AI-FAQ System

Helpfeel's search interface exemplifies innovation, enabling users to derive answers promptly, simply by inputting queries. The company is a leader in the FAQ market, leveraging patented AI technologies to predict customer search intentions and facilitate self-resolution through their system. This not only enhances customer experience but also reduces unnecessary inquiries, making customer support more efficient.

To learn more, visit Helpfeel's official site: Helpfeel

By utilizing an integrated knowledge base, Helpfeel assists companies in achieving a data-driven management approach that fosters customer success, marketing, and operational strategy.