The generative AI chatbot “SELFBOT” provided by SELF Inc. has been introduced to Earth Chemical Co., Ltd. with the aim of improving the efficiency of customer consultations.
Earth Chemical has seen an increase in the number of email inquiries from customers every year, and especially during the busy summer season, there is a sharp increase in email inquiries as well as phone calls. This has resulted in a strain on customer support operations, and delayed email replies have become a major issue.
For this reason, the company had been considering introducing support systems such as chatbots, but it was determined that traditional scenario-based chatbots were not suitable for the company, which has a large number of products and a wide range of consultation topics.
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SELFBOT uses generative AI to eliminate the need for script creation, and RAG (Search Augmentation Generation) allows for answers based on accurate product information. Earth Pharmaceutical decided to introduce SELFBOT to support customer consultation operations via email during busy periods, with the goal of “helping customers solve their own questions in the future.” SELFBOT can be linked to the CRM tool used by the company, and was evaluated for its accuracy of information provided and high scalability. In addition, SELFBOT uses a pay-as-you-go system based on the number of conversations, so it is possible to operate efficiently in the daily necessities industry, where there is a large difference between busy and slow periods (such as insecticide products), which was also a deciding factor for its introduction.
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