JapanFood and restaurants2022 – ongoingEzaki Glico
Alli chatbot for internal support inquiries
Glico's service-desk inquiries fell about 31% after it introduced Alli, Allganize reported
Problem
Employees struggled to find answers across separate departmental websites. Back-office staff spent substantial time answering direct inquiries.
Approach
Glico introduced Allganize's Alli chatbot through its internal portal. Department representatives maintained FAQ spreadsheets in OneDrive, and Power Automate uploaded updates daily.
Results
Takeaway
Departments maintained their own answers without relying on specialist system staff. Glico still saw room to improve the chatbot's response rate.
Categories
- Size
- Large enterprise
- Industry
- Food and restaurants
- Business function
- Internal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Allganize interviewed Glico staff about deploying and maintaining an internal FAQ chatbot. They reported that telephone and email inquiries to the IT service desk fell about 31%.
Full details are in the original sources.
