Algoage Launches 'SureSide', a Customer Support AI Proven by Real-World Operations at DMM

Algoage Co., Ltd. (HQ: Bunkyo-ku, Tokyo; Representative Director: Yuki Yokoyama; hereinafter "the company") has launched 'SureSide', an AI service that provides end-to-end support for corporate customer support (CS) operations, ranging from operator assistance to automated responses. This service is a customer support AI designed to first nurture AI through operator assistance and then transition to automated responses with proven accuracy. It builds a structure from the ground up where AI assists humans, rather than humans working for AI. ■ Development Background In recent years, expectations for AI adoption in the CS sector have surged due to chronic labor shortages and increasing training costs. However, many generative AI initiatives stall at the Proof of Concept (PoC) stage, failing to reach production or deliver tangible results. Key reasons for this include: - Fragmented knowledge (manuals, FAQs, etc.) across different tasks - Insufficient design for AI to comprehend business logic - Lacking operational design and improvement processes post-deployment Consequently, AI adoption has sometimes increased operational burdens, creating a paradox where "humans are taking care of AI" rather than vice versa. Algoage has focused on eliminating this "humans maintaining AI" structure. The company concluded that starting with robust knowledge infrastructure is the key to field integration and performance, leading to the development of SureSide. The service is based on an AI model developed and proven over two years within DMM’s customer support department, moving beyond mere PoC to achieve operational efficiency and reduced training costs. ■ Overview of 'SureSide' SureSide consolidates manuals and business knowledge into a common infrastructure, where operator support, text responses, and voice responses all refer to the same knowledge base. It begins with operator support and expands to automated responses as the knowledge base grows. Key Features and Value: - Consolidated Knowledge Base: Manages manuals, FAQs, and history in one place, ensuring consistent response quality across channels. - Real-time Information Display: Uses browser extensions to provide information during calls or chats without disrupting workflows. - Automated Recording and CRM Input: Automates post-call documentation, significantly reducing After Call Work (ACW) time. - Continuous Improvement: AI proposes improvements based on inquiry logs, constantly updating and optimizing the knowledge base. ■ Results at DMM’s Customer Support Department - Average Handle Time (AHT) reduced by approximately 30%. - Majority of operators achieved response speeds comparable to veterans. - Clear correlation observed between AI-referenced knowledge and shortened response times. http://sureside.ai/ About Algoage Co., Ltd. Algoage is a business creation company that operates customer support AI, training, chat marketing, and generative AI businesses.