Algoage has released 'SureSide', an AI product leveraging two years of operational experience at DMM’s customer support center. By integrating knowledge management with field assistance and automation, the service has achieved a roughly 30% reduction in Average Handle Time (AHT).
📋 Article Processing Timeline
- 📰 Published: May 21, 2026 at 22:00
- 🔍 Collected: May 21, 2026 at 13:31
- 🤖 AI Analyzed: May 21, 2026 at 21:42 (8h 10m after Collected)
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.
FAQ
What is SureSide?
SureSide is an AI service that provides comprehensive support in the customer service (CS) field, from operator assistance to automated responses. It centralizes knowledge such as on-site manuals and FAQs, and improves efficiency and response quality through continuous learning from daily operations.
What is the development background of SureSide?
Despite the growing expectation for AI in addressing chronic staffing shortages and rising training costs in the CS field, many sites faced the issue of 'humans being overwhelmed by AI setup and maintenance.' SureSide was developed to solve this problem and deliver tangible results, leveraging over two years of operational experience in the DMM Customer Support Department.
What are the main features?
It includes features such as centralized management of on-site knowledge, real-time information display during calls and chats, automated recording and CRM input after responses, and knowledge improvement suggestions based on inquiry logs.
What were the implementation effects at DMM?
The average handling time (AHT) was reduced by about 30%, and more than half of the operators achieved response speeds comparable to those of experienced staff.
Tell me about Algoage.
Algoage is a business creation company founded in 2018 by members who were researching machine learning at the University of Tokyo. It joined the DMM Group in 2020 and operates businesses in customer support AI, training, chat marketing, and generative AI.
Back to Newsroom (12)