Ingage Launches New “AI Search” Feature for Re:latio’s FAQ Function

Ingage Inc., provider of the communication platform Re:latio with adoption by more than 6,000 companies including trial users, announced the release of a new “AI Search” feature for its FAQ function. The FAQ function is one of the features that supports “Com Asset,” a concept for turning knowledge gained through inquiry management into a corporate asset. The new feature significantly improves the convenience of publishing response knowledge accumulated daily in Re:latio as FAQ content. Based on findings from its survey on the adoption of FAQs and chatbots, the company aims to further contribute to operational efficiency and higher customer satisfaction. In recent years, expectations for self-service resolution through FAQs and chatbots have grown rapidly amid labor shortages and increasingly diverse customer support needs. However, while many companies are adopting these tools, a common issue has emerged: they do not always produce the expected results after implementation. According to Ingage’s survey, only about 20% of companies have introduced FAQs or chatbots. The top purpose for adoption was to reduce the workload of support staff, cited by 30% of respondents. Update frequency was a key divider in satisfaction: companies updating knowledge daily to weekly reached 90% satisfaction, while those updating monthly or less remained at 41%. The biggest operational bottleneck was a lack of resources, including personnel and time, cited by 28%. To address these challenges, Re:latio has released AI Search, which helps teams smoothly reflect their knowledge in FAQs and enables AI to derive the most suitable answer. When users perform keyword searches on an FAQ site, AI presents the optimal answer, reducing search friction and helping users immediately obtain the information they need. This is expected to greatly improve self-service resolution rates. Re:latio’s FAQ function uses the asset database created through daily inquiry handling, such as email, phone, and chat support, as the source for externally published FAQ sites. By managing both support knowledge and FAQs in a single tool, it eliminates the burden of duplicate management. Updating knowledge during support work also keeps the FAQ up to date, allowing organizational expertise to be fully utilized as an asset. Going forward, Ingage aims to build an environment where customers can solve problems on their own and support staff can focus on higher-value interactions. This goes beyond simple operational efficiency and embodies the Com Asset concept of turning organizational knowledge into an asset. The company will continue actively incorporating AI technology to support corporate DX and improve CX, or customer experience. Re:latio is a communication platform that centrally manages multiple inquiry channels, including email, phone, chat, and social media, and enables team sharing. In addition to visualizing response status and supporting AI-assisted answers, it also covers task and process management within the tool. By accurately tracking work progress, it helps prevent overdependence on individual staff and enables standardized operations. By transforming accumulated response logs and knowledge into organizational assets, Re:latio supports proactive customer service that goes beyond error prevention. With adoption by more than 6,000 companies, it contributes to improved productivity and business growth.