Business DX Case Study

Case Study of KDDI Chatbot Service

Automate office work related Q&A

chatbot_case1

Expected Results

User

  • Gets answers quickly
  • Quickly learns locations of relevant manuals, etc. (enables users to solve problem themselves)
  • Can ask without worrying about time or day or contents of the question because it is answered by a bot

Operator

  • Can focus on main job, or to more productive work, by letting the chatbot handle and response those commonly asked questions.
  • Questions which the bot was unable to answer can be checked from dashboard, and can be used for updating the FAQ effectively

Responding to questions from off premises

chatbot_case2

Expected Results

User

  • Gets answers quickly
  • Quickly learns locations of relevant manuals, etc. (enables them to solve problem themselves)
  • Bot passes on questions to expert when necessary, removing need for questioner to repeat the question to the expert

Respondent

  • Can focus on main job, or more productive work, by letting the chatbot handle the responses for commonly asked questions.
  • Bot passes on questions if it could not answer. Expert can then check as necessary and respond in a way when the time is available for them.

What is the best solution for your problem?
Please consult a KDDI consultant.

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