ELYZA Inc., which promotes the social implementation of large-scale language models (LLM), has been providing generative AI using search augmentation generation (RAG) technology at the contact center operated by Sumitomo Mitsui Card Co., Ltd. We are pleased to announce that we have obtained concrete results, such as improved usefulness of answers generated by AI and approximately doubling the productivity of operators compared to before the use of generative AI. We will continue to work to provide faster and more accurate answers through more channels, thereby helping Sumitomo Mitsui Card respond to more customer inquiries than ever before and improving their inquiry experience. We will also use the knowledge gained through this initiative to promote the social implementation of generative AI in a wider range of areas.
This initiative uses ELYZA’s Search Augmentation and Generation (RAG) technology to search internal data (search AI) and automatically generate draft responses (answer generation AI) in response to inquiries received by Sumitomo Mitsui Card’s contact center. The initiative began being used in email response operations at the contact center operated by Sumitomo Mitsui Card from the end of June 2024.
Immediately after the start of use, in the “usefulness evaluation” as of July 2024, only 46% of the answers were found to be useful. As a result of collecting issues with answers that operators judged to be low usefulness and reflecting and improving them in the RAG, as of March 2025, 85% of the answers were judged to be useful. By reducing the time it takes for operators to create answers, productivity has increased by approximately 2 times compared to before the start of use of the generative AI. Based on this track record, the generative AI has been used not only for email response work at the contact center, but also for chat response work from December 2024. This is an example of generative AI truly connecting value in the form of improved customer experience.
Also Read: Toyokumo Inc Adds Address Entry Features to FormBridge
ELYZA will continue to work to improve convenience for Sumitomo Mitsui Card customers. By providing faster and more accurate responses through a wider range of channels, we will help improve the customer inquiry experience.
ELYZA believes that the key to generative AI being implemented in society and producing results is whether it can continue to be improved with a focus on its usefulness in the field from the time of its introduction to the actual operation stage, as in this case. We will continue to work on improving the generative AI in this initiative, and will utilize the knowledge gained from this initiative in product development in the call center field, etc., to promote the social implementation of generative AI in a wider range of fields.
SOURCE: PRTimes
