Kindrill Japan Co., Ltd. and PKSHA Technology Co., Ltd. announced that PKSHA Workplace Co., Ltd., a PKSHA group company, and Kindrill Japan will collaborate from June 17, 2025, with the aim of improving employee experience and employee engagement.
Through this collaboration, PKSHA’s “PKSHA AI Helpdesk” will be combined with Kindrill’s digital workplace services to provide a new service format called AI-BPaaS, providing comprehensive services from helpdesk consulting to environment construction and operational support.
According to Kindrill’s People Readiness Report 2025, 71% of business leaders said that their employees are not ready to use AI effectively, and the percentage is 85% for Japanese business leaders in particular. Given this situation, it is clear that the importance of using AI in help desk operations is increasing.
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Until now, simple tasks have been automated using SaaS, but in recent years, even highly specialized tasks can be streamlined and outsourced by utilizing AI. However, in the help desk field, where company-specific knowledge, know-how, and operational understanding are essential, there are limits to optimization for each company.
Therefore, PKSHA Workplace, which has strengths in the social implementation of AI in the help desk field, and Kindrill Japan, which has excellent skills and knowledge based on a wealth of experience in the digital workplace field, will provide a service that utilizes AI-BPaaS that adopts the HITL (Human in the Loop) method, which combines advanced AI automation with human judgment.
By utilizing AI agents in addition to the “standardization, efficiency, and cost reduction” of conventional BPaaS, it will be possible to incorporate a company’s unique know-how and support the optimization of business processes. Furthermore, it will not only reduce labor hours, but will also further promote the improvement of employee experience (EX).
SOURCE: PRTimes
