JapanHealthcare and life sciences2024 – ongoingTsumura
Generative AI chatbot for customer inquiries
Tsumura gave up on a generative AI chatbot for customer inquiries, Business+IT reports
Problem
Call centres in Japan faced labour shortages, and AI chatbots were seen as a way to handle customer inquiries. Tsumura was already developing AI chatbots for this.
Approach
Tsumura's customer relations staff worked on AI chatbots. In an interview, a manager from its marketing division said the company had no choice but to abandon the chatbot that used generative AI. The reasons were not made public in the free part of the interview.
Results
No published figures
Takeaway
A company that was active with chatbots still stopped its generative AI version.
Categories
- Industry
- Healthcare and life sciences
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Goal
- Cost savings
- Evidence
- Company's own claim
Sources
Source summaries
A Business+IT interview with a Tsumura customer relations staff member on AI chatbots in call-centre work. The free part said Tsumura had to abandon a chatbot that used generative AI. The reasons were in the paid section.
Full details are in the original sources.
