Description
The SoftBank Customer Growth Division is dedicated to providing exceptional service to small and medium-sized businesses (SMBs) in Japan, a sector comprising approximately 3.4 million entities. To meet the growing demand for quick and accurate responses to customer inquiries, the division has implemented a conversational AI agent developed in partnership with Sierra. This AI agent is designed to handle a wide range of questions related to products, services, pricing, and contracts in a natural, conversational manner.
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Previously, SoftBank utilized AI chatbots and search features on its website, but these tools fell short in delivering instant, accurate information and measuring self-resolution rates effectively. The collaboration with Sierra aimed to create a more sophisticated support system that could provide immediate assistance to customers. The AI agent not only addresses routine inquiries but also directs complex questions to human sales representatives, allowing them to focus on more intricate consultations and proposals.
The implementation of the AI agent has significantly improved the customer experience. Initially, the self-resolution rate was around 50%, but through continuous improvements and training, it has now reached 70%. This enhancement is attributed to Sierra's monitoring feature, which assesses whether customer issues are resolved during the conversation. Mr. Abe from the Marketing Strategy Department noted that the platform is easy to implement and allows for ongoing improvements based on customer interactions.
Looking ahead, the Customer Growth Division plans to expand the use of AI agents across various customer touchpoints, aiming to create a consistent support environment. This initiative is expected to further enhance customer satisfaction and sales productivity, as representatives will have more time to address individual customer challenges. The division's commitment to leveraging AI technology aligns with SoftBank's broader strategy of activating AI for societal benefits, ensuring that customers can access the information they need whenever they require it.
- CategoryAI Support Chatbots
Key Takeaways
AI Agent
Self-Resolution Rate: 70%
Supports SMBs
Conversational Format
Handles 100 inquiries per day
Continuous Improvement
Integration with SoftBank's Website
Natural Language Processing
What This Case Study Demonstrates
- Customer Support
- Sales Efficiency
- Information Access
- AI Training
- Performance Monitoring
