Inquiries Become Assets, Not Just Resolved Cases: PITALIy Auto-Generates FAQs from Conversation Logs

Based on conversation logs with AI avatars, frequently asked questions and unresolved issues are automatically generated as FAQ candidates.

AIVy Inc. (Headquarters: Tokyo, Representative Director: Takuto Murakami, hereinafter 'AIVy') today announced the launch of a new 'Auto FAQ Addition' feature for its AI customer service concierge 'PITALIy'. This feature automatically generates FAQ candidates based on conversation logs with AI avatars.

This feature analyzes actual user conversation logs, extracts frequently asked questions and unresolved issues, and presents them as FAQ candidates to the person in charge. The generated FAQ candidates are intended to be reviewed and edited by the person in charge before being reflected in the FAQ page or the AI avatar's response content.

This provides an environment where customer inquiry handling is not just a one-time task but is accumulated as a continuous knowledge asset, which can be used to reduce inquiries, improve websites, and understand customers.

■ Background of Development and Provision

Customer feedback obtained through inquiry handling is important data, but it takes time and effort to reflect it in FAQs and website improvements.

FAQ pages are effective content for reducing inquiries and encouraging users to solve problems on their own. On the other hand, in the field of customer support, web operations, and marketing, updating FAQs tends to be postponed, and there remains the issue of a gap between the questions received in the field and the information on the website.

In actual operational settings, the following issues are repeatedly raised:

- Even if an FAQ page is created, updating work tends to be postponed.
- The questions received in the field and the FAQ content on the website diverge.
- CS staff are busy responding to the same questions and find it difficult to secure time for knowledge creation.
- Even if inquiry content is analyzed, it takes time and effort to reflect it in FAQ or website improvements.
- It is difficult to grasp where users feel anxious or what information is lacking.
- Unanswered questions or frequently asked questions are left unattended, and the same inquiries are repeated.
- Customer feedback is not sufficiently shared between the customer support and marketing departments.

Inquiries are important data that tells us about customer anxieties and website deficiencies. However, to organize that data as knowledge and reflect it in FAQs, AI responses, and website improvements, multiple steps are required: extraction, organization, editing, and reflection. This presents a structural challenge in that it is difficult for CS staff to carry out these steps alongside their regular duties.

PITALIy's Auto FAQ Addition feature is provided as a function to reduce the burden of FAQ management and transform inquiry handling into a continuous knowledge asset.

■ Overview of the Auto FAQ Addition Feature

Frequently asked questions and unresolved issues can be extracted from conversation logs, and after review and editing by the person in charge, they can be reflected in FAQs and AI responses.

PITALIy's Auto FAQ Addition feature is a function that extracts frequently asked questions and unresolved issues based on conversation logs with AI avatars and automatically generates them as FAQ candidates.

Based on questions users have asked the AI avatar, content where the response was hesitant, or recurring questions, FAQ candidates are presented in a format that is easy for the person in charge to review and edit.

The person in charge reviews the generated FAQ candidates, adjusts the wording and response content as necessary, and then reflects them in the FAQ page or the AI avatar's response content. The design is not to publish auto-generated FAQs as-is, but to reflect them after the judgment of the person in charge, aiming to maintain knowledge quality while reducing the update burden.

This allows customer inquiry handling that occurs in customer support to be utilized for inquiry reduction, FAQ improvement, website improvement, and marketing measure improvement.

■ What the Auto FAQ Addition Feature Achieves

By introducing the Auto FAQ Addition feature, the following uses become possible:

- Analysis of conversation logs with AI avatars
- Extraction of frequently asked questions
- Identification of unresolved issues and questions needing answer improvement
- Automatic generation of FAQ candidates
- Review and editing by the person in charge
- Reflection on the FAQ page
- Reflection on the AI avatar's response content
- Reduction of the same inquiries
- Reduction of FAQ update workload for CS staff
- Promotion of user self-resolution
- Visualization of information lacking on the website
- Utilization for marketing and web improvement
- Knowledge creation of customer anxieties and questions
- Information sharing among CS, marketing, and web operations departments

Through these, the 'voice of the customer' generated in the field of inquiry handling can be utilized not only as knowledge within the CS department but also for the improvement activities of the entire company.

■ Unique Features of PITALIy

1. Transform inquiry handling into a knowledge asset
Based on conversation logs with AI avatars, actual user questions can be accumulated as FAQ candidates. Inquiry handling is not just a temporary task; each handled case is converted into knowledge that can be used for subsequent improvement activities.

2. Make it easier to automatically find frequently asked questions and unresolved issues
By extracting questions repeatedly asked by users and issues that need answer improvement, it becomes easier to prioritize FAQ updates. The basis for deciding 'where to start' can be obtained from data, not from the intuition of the person in charge.

3. Reduce the workload of FAQ updates
By switching from creating FAQs from scratch to a workflow of reviewing and editing AI-generated candidates, the update burden can be reduced. Lowering the hurdle for FAQ updates also makes it easier to increase the update frequency.

4. Continuously improve FAQ pages and AI responses
The generated FAQ candidates can be reflected not only on the FAQ page but also in the AI avatar's response content. Both the path where users solve problems on the FAQ page and the path where they solve them through dialogue with the AI avatar can be continuously improved with the same knowledge.

5. Usable for both CS and marketing
Inquiry content can be used not only for improving CS efficiency but also for website improvement, product description review, LP improvement, and customer understanding. It can be used as a mechanism to share the voice of the customer, which the CS department grasps, with marketing and product planning.

■ Expected Use Cases

It can be used in a wide range of areas where FAQ management is necessary, such as EC, SaaS, reservation services, municipal government counters, recruitment sites, and educational services.

The Auto FAQ Addition feature is expected to be used in various ways depending on the industry and purpose.

- EC sites: Extract questions about product specifications, shipping, returns, sizes, etc. from conversation logs and use them to supplement information on product pages and FAQs, promoting self-resolution before purchase.
- SaaS service sites: Accumulate questions about operation methods, pricing plans, contract conditions, etc. as FAQ candidates, leading to a reduction in support workload and improvement of customer onboarding.
- Reservation services: Convert questions about reservation methods, cancellations, change procedures, etc. into FAQs, simultaneously supporting an increase in reservation completion rates and a reduction in inquiries.
- Municipal government counters: Accumulate questions from residents about systems, procedures, required documents, etc., and use them to organize website information and improve the efficiency of counter services.
- Recruitment sites: Convert questions about application conditions, selection flow, corporate culture, etc. into FAQs, resolving applicant questions and reducing inquiries.
- Educational services: Accumulate questions about course content, study methods, fee structures, etc. as FAQ candidates, contributing to the resolution of pre-enrollment anxieties and the efficiency of inquiry handling.