PKSHA AI FAQ Assistant Boosts SBI Insurance Help Desk

PKSHA Technology Co., Ltd.  is pleased to announce that it has introduced its AI integrated package, “PKSHA AI FAQ Assistant,” to SBI Insurance Co., Ltd.  for handling internal inquiries.

“PKSHA AI FAQ Assistant” is a package service that integrates three AI SaaS products: “PKSHA FAQ,” “PKSHA ChatAgent,” and “PKSHA Knowledge Stream,” to comprehensively support the operational cycle of customer inquiry handling. SBI Insurance decided to adopt this package because it allows them to expand the functionality of “PKSHA FAQ,” which they have been using for some time.

Under its mission of “shaping the software of the future,” PKSHA Technology is engaged in the research and development and social implementation of AI utilizing its proprietary technologies, such as natural language processing technology. In this initiative, the company aims to create an environment where employees can solve problems themselves before “asking someone,” with AI handling routine responses and knowledge accumulation and updating, allowing humans to concentrate on tasks that require judgment.

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SBI Insurance has been promoting the aggregation and sharing of knowledge by introducing “PKSHA FAQ”. However, with the increasing diversity and sophistication of internal inquiries, questions that branch out depending on the conditions, such as those regarding leave policies, have become difficult to handle with a question-and-answer format using FAQs (*Frequently Asked Questions and Answers). This has led to a problem of inquiries being concentrated on specific employees, such as veterans. In addition, employees have been continuously requesting that the system be designed to help them narrow down the options and arrive at the answer.

As the focus of in-house AI utilization shifts from “implementation” to “establishment and effect generation,” the decision was made to officially implement “PKSHA AI FAQ Assistant” as a design that would lead to the resolution of essential issues by expanding the conversational and knowledge generation functions on the foundation of the existing “PKSHA FAQ.”

Source: PRTimes