JapanManufacturing2024 – ongoingFUJIFILM Business Innovation
Customer-support chatbot combining retrieval and text generation
Fujifilm Business Innovation said its AI chatbot answered approximately 70% of first-month questions
Problem
The previous chatbot required staff to register different expressions for the same question. Customers sometimes abandoned chats when their wording did not match.
Approach
The company worked with Fujifilm's i.lab to combine information retrieval and text generation. It added human-chat handoff and abandonment analysis, then launched the upgraded chatbot in January 2024. A group contact-center company took over operation.
Results
Takeaway
The upgrade addressed wording variation and retained human handoff. The reported answer rate did not establish independent resolution or customer satisfaction.
Categories
- Size
- Large enterprise
- Industry
- Manufacturing
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Company employees described the January chatbot upgrade and subsequent operation. They reported successfully answering approximately 70% of several thousand questions during the first month.
Full details are in the original sources.