JapanFinance and insurance2025 – ongoingDaiwa Securities Group
Generative AI customer FAQ chat
Daiwa Securities reported an 87% average resolution rate for its generative AI FAQ chat
Problem
Customers needed answers to account and service questions spread across FAQs and online manuals.
Approach
Daiwa Securities launched its generative AI FAQ chat in June 2025. It combined relevant FAQ information in answers and provided links to related manuals. The service also generated suggested follow-up questions.
Results
Takeaway
Daiwa confined the service to general support information and excluded investment advice and account-specific inquiries.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
Daiwa described its customer FAQ chat and follow-up question generation. It reported an average resolution rate of 87% as of April 2026.
Daiwa confirmed the website service launched on June 23, 2025. It explained FAQ-based answers and manual links, with account-specific inquiries and investment advice excluded.
Full details are in the original sources.