#Japan #Gen #Shizuoka #KARAKURI

Introduction of AI Concierge in Shizuoka City

Karakuri Inc., a leading company in AI customer support based in Chuo Ward, Tokyo, has recently launched an AI-powered customer service agent known as "GeN - Gov Edition" on Shizuoka City's official website and its LINE account. This initiative aims to establish a 'digital completion-type' portal where residents can access government services using everyday language. The goal is to enhance efficiency in handling more than 170,000 phone inquiries annually.

Background and Objectives: Bridging the Language Gap in Government

Shizuoka City operates an official website that draws approximately 23 million page views each year. However, residents often face challenges in obtaining information due to confusion about official terminology or unsure navigation paths. This has led to an increased dependency on phone inquiries to city hall or customer support centers. The implementation of the AI concierge seeks to improve both the convenience of citizen services and the efficiency of municipal staff.

Key Features of the AI Concierge

1. Clarifying Questions for Enhanced Understanding

The AI concierge is designed to ask follow-up questions for vague inquiries, such as "I want my resident certificate." For instance, if the user requests this document, the AI might respond, "Whose certificate are you requesting?" This interaction helps clarify the user's intent and leads them to the relevant information on the website.

2. Ensuring Accuracy with RAG Technology

To uphold the accuracy of the information provided, the AI strictly references data published on Shizuoka City's official website, including PDF documents. This approach mitigates the common issue of AI-generated misinformation, ensuring that citizens receive reliable guidance on municipal services.

3. High Practicality Utilizing GPT-4.1mini

The system incorporates OpenAI's advanced language model, GPT-4.1mini. This model has demonstrated exceptional logical reasoning and response accuracy in complex inquiries, such as waste disposal rules. By balancing processing speed with cost-effectiveness, the AI concierge promises a seamless and stress-free experience for users.

Benefits for Both Citizens and Staff

Citizens

Citizens will benefit from the AI concierge by having the ability to inquire in their own words through LINE or the website, 24/7, without needing to understand specialized terminology.

Staff

For municipal staff, the AI will handle initial responses, reducing the burden of front desk and phone inquiries. This allows them to focus on more complex issues that require human intervention.

Future Prospects

Karakuri and Shizuoka City plan to continuously analyze usage data to improve response accuracy. They aim to refine website information and structure, leveraging the AI concierge's capabilities to enhance the ease of access to public services. Future developments may include establishing a system that seamlessly connects inquiries that the AI cannot answer to the call center, as well as initiatives to support staff in policy research. Long-term considerations also involve integrating voice input and output features, solidifying the role of AI in enhancing citizen services.

Project Overview

• - Launch Date: March 2026
• - Deployment Locations: Across Shizuoka City's entire official website and its LINE account
• - Primary Focus Areas: Everyday inquiries related to waste disposal, childcare, subsidy applications, etc.

About Karakuri Inc.

Karakuri Inc. strives to make large-scale language models practical for customer support under its vision of "Friendly Technology." Since starting research with transformer models such as BERT in 2018, the company has focused on deploying advanced models like GPT for effective customer service solutions. Renowned businesses, including Takashimaya, SBI Securities, Seven-Eleven Japan, and Hoshino Resorts, have chosen Karakuri’s AI solutions.

Achievements

• - 2018: Awarded in the ICC Summit’s Startup Catapult
• - 2020: Selected for Google for Startups Accelerator
• - 2022: Accepted into Google for Startups Growth Academy Tech
• - 2023: Chosen for AWS LLM Development Support Program
• - 2024: Recognized in the Generative AI Practicalization Promotion Program
• - 2024: Participated in an exclusive Generative AI Development Conference by Meta
• - 2024: Recognized by the Ministry of Economy, Trade and Industry as part of GENIAC.

Address: 2-7-3 Tsukiji, Chuo Ward, Tokyo 104-0045, Japan
Founded: October 3, 2016
CEO: Shimon Oda
Business Focus: Development, provision, and operation of customer support-focused AI, "KARAKURI"
Website: Karakuri Inc.