Money Forward i Introduces New 'AI Help Desk Plan' to Enhance Admina Digital Workforce Services

Introduction

In a bid to streamline internal IT operations, Money Forward i has recently unveiled the 'AI Help Desk Plan,' a new addition to its Admina Digital Workforce service. This innovative plan merges the expertise of IT professionals with the swift response capabilities of AI, ensuring enhanced efficiency and quality in handling internal inquiries.

Background of the New Plan

Since its launch in December 2024, Admina Digital Workforce has been pivotal in assisting numerous users with IT projects. The service has engaged in a range of activities, including managing internal inquiries, overseeing SaaS account functionalities, migrating from on-premises Active Directory to EntraID, managing device setup, and devising security enhancement strategies. Feedback indicated that the IT help desk operations varied significantly across companies, leading to confusion and inefficiencies. As a response to these challenges, Money Forward i decided to introduce a dedicated plan specifically for IT help desk functionalities.

Overview and Features of the Service

The daily operations of a help desk can incur substantial costs. There is a growing demand for automation powered by AI in these areas to increase efficiency. However, previous attempts at utilizing traditional AI chatbots often fell short due to inadequate response accuracy and challenges in resourcing for evaluation and improvement.

With the AI Help Desk Plan, Admina Digital Workforce adopts a hybrid approach combining human expertise with AI technology. By leveraging advanced Large Language Models (LLM) and Retrieval-Augmented Generation (RAG) technologies, operators receive substantial support in responding to inquiries. This method allows for swift responses while maintaining high answer quality.

1. Hybrid Approach of Humans and AI

The service combines AI automation with human operator intervention to achieve optimal efficiency and high-quality responses. The AI classifies inquiries and drafts responses, which are then evaluated by trained operators, ensuring that both efficiency and quality are prioritized.

2. High Response Accuracy

RAG technology is employed to create high-accuracy drafts by integrating information from internal documents, help center resources of employed tools, and past response histories. Operators analyze these drafts and can request the escalation of certain cases to internal IT personnel or suggest updates to documentation. AI also assists in updating documentation, continually improving the comprehensiveness and accuracy over time.

3. Execution of Follow-Up Tasks / Ticket Issuance

Through the 'Money Forward Admina' platform, users can execute follow-up tasks such as account creation or deletion and device information verification. For network issues and other tasks, tickets can be raised using existing ticket management tools, ensuring all queries are systematically addressed. (Additional plan registration is necessary for certain tasks.)

Help Desk Status Analysis Service

Additionally, a complimentary analysis of companies' help desk situations is available. By assessing data from ticket tools and past inquiry history, a comprehensive report will outline the steps for implementing the 'AI Help Desk Plan.' Interested companies can utilize this information as a basis for strategic decisions about the plan's adoption.

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Webinar on Service Introduction

To promote the 'AI Help Desk Plan,' a collaborative online seminar will take place. The theme, 'Transformative AI: The New Standard for Help Desks,' will delve into how AI can enhance help desk operations.

Webinar Details

- Date: April 17, 2025
- Time: 12:00 - 13:00 (JST)
- Format: Online (Zoom Webinar)
- Co-hosted by: Money Forward i & Digital Hack
- Speakers: Takehisa Muto, Corporate Planning Officer at Digital Hack; Yoshito Imai, President of Money Forward i
- Registration Link: Click here to register!

About 'Jou Shisukun'

'Jou Shisukun' is designed to serve a company's IT department, overseeing critical areas such as server management, security, network setup, IT asset management, and more. This service is a low-cost alternative to hiring internal engineers, enabling companies to build and operate their IT environments efficiently without the typical overhead costs that traditional outsourcing entails. From companies seeking casual IT consultation to those looking to establish a fully-fledged IT department, 'Jou Shisukun' caters to a range of budgetary requirements through customizable options.

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About 'Money Forward Admina'

The 'Money Forward Admina' platform integrates and manages information on SaaS and devices linked to employee data, optimizing operational efficiency related to employee turnover and security challenges like insider threats or unauthorized information access. The platform also assists in making informed decisions regarding SaaS selection and management.

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About Digital Hack Inc.

- Name: Digital Hack, Inc.
- Headquarters: Toranomon Towers Office, Tokyo, Japan
- CEO: Satoshi Nakayama
- Founded: December 2020
- Business Focus: Digital transformation consultancy services for corporations
- Contact: sales@digitalhack.jp