Kindrill Japan Co., Ltd. has developed an automatic FAQ generation system that utilizes generative AI and has begun offering it. The new system utilizes generative AI to simultaneously generate questions and answers from specified data such as existing FAQs, manuals, knowledge bases, and text-based call logs. It can also generate up to 30 FAQs at once and supports 14 languages, including Japanese. By creating FAQs quickly and efficiently, it helps improve the quality of contact centers and improve customer experience.
Contact centers, which are the contact point between companies and customers, are changing into places that provide strategic customer experiences and play an important role in supporting business. In addition, as customer harassment becomes a social problem, easy-to-understand and accurate responses are increasingly necessary, and improving the quality of FAQs that support operators is essential. For this reason, it is necessary to create high-quality FAQs quickly and efficiently.
Kindrill has been actively promoting the use of AI in contact center solutions, and has been working to automate and streamline chatbots, AI operators, and operator support. The FAQ automatic generation system announced this time will be an enhancement that further promotes the sophistication of contact center solutions.
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The new system utilizes AI generation to simultaneously generate questions and answers from specified data such as existing FAQs, manuals, and call logs, and allows for the registration, modification, deletion, and keyword search of FAQs. The generated FAQs can be easily checked and modified by supervisors (administrators), ensuring quality. In addition, when generating FAQs, similar FAQs that have already been registered are displayed at the same time, preventing the generation of duplicate content. In addition, the system can generate up to 30 FAQs at the same time, allowing for the creation of large quantities of FAQs in a short time, and it supports 14 languages including Japanese, allowing for smooth support when multiple languages are required. The new system registers and manages information such as existing manuals and knowledge in a cloud environment, and automatically generates FAQs based on them using LLM (large-scale language model). The generated FAQs are integrated and managed with existing FAQs, and users can access the FAQs through a web browser. It can also be integrated with FAQs managed in external systems.
The newly developed system can be used not only for FAQ data preparation in contact centers and help desks, but also in a wide range of other departments, such as data preparation in information systems and marketing departments. Possible use cases include the following:
Building an internal knowledge base: By automatically generating FAQs based on internal manuals and knowledge bases, we optimize the internal portal and reduce the burden of responding to inquiries.
Improved product support: Using manuals, you can automatically generate frequently asked questions about your products, streamlining product support.
Support for marketing campaigns: By automatically generating FAQs related to your campaigns and providing them to your customers, you can improve the efficiency of your customer support inquiries.
Support for education and training: By using the automatic FAQ generation system in educational institutions and corporate training programs, questions from participants can be answered quickly.
SOURCE: PRTimes
