E-Guardian Inc. is pleased to announce that it has begun developing an AI agent-type customer support tool in collaboration with Governance Technologies Inc. of the Change Group.
As a comprehensive internet security company, E-Guardian provides one-stop support for all internet security issues, including post monitoring, identity verification, ad review, social listening, cybersecurity, and even the metaverse, to ensure a safe and secure internet world. In May 2024, E-Guardian strengthened its AI system development structure by collaborating with Governance Technologies, Inc., and in November of the same year, it installed generation AI in the email template management tool “hinagata.”
In recent years, as the importance of customer experience (CX) has increased, customer support is required to provide faster, higher quality responses than ever before, such as 24/7 response to inquiries and personalized communication tailored to each individual’s situation. However, many sites are facing issues such as a shortage of operators, the resulting increase in workload, and maintaining and standardizing the quality of support.
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To address these issues, there are several email efficiency tools that utilize AI, but it is difficult to tune general-purpose external tools to fit a company’s customer support policy, and developing a dedicated AI tool for a company requires a large initial investment. In order to continue providing high-quality, efficient customer support services to a wide variety of companies, we felt that it was necessary to develop a flexible in-house tool.
Therefore, E-guardian has decided to collaborate with Governance Technologies, a Change Group company with extensive knowledge and experience in promoting digital transformation and developing AI systems, to develop an AI agent-type customer support tool.
This tool uses AI to analyze customer inquiries and automatically generate reply proposals. Operators can focus on highly specialized tasks such as final confirmation and adjustment of reply proposals generated by the AI and solving more complex problems. In addition, the AI learns from the results and improves the accuracy and resolution rate of the AI as a human-in-the-loop AI agent. It can also be flexibly customized to suit each company’s needs and policies, such as applying expressions that match the company’s brand image, making it possible to utilize individually tuned AI agents regardless of the size of the support desk, without making large initial investments.
In addition, by automating the creation and sending of daily and monthly reports, which was previously done manually by operators, operator productivity can be improved, resulting in faster email responses and a significant improvement in the efficiency of overall support operations.
By developing and introducing this tool, we will be able to provide speedy, high-quality support that meets the diverse needs of each company, and contribute to improving customer experience (CX) and brand image. We aim to start offering this tool around April 2026.
Going forward, E-Guardian will continue to provide specialized, high-quality services and strive to develop services that make people’s lives more convenient and enriched, in order to realize its mission of “We Guard All.”
SOURCE: PRTimes
