HELP YOU Launches Customer Support Service: Optimizing Customer Response with AI and Human Collaboration

Nitt Co., Ltd. (Headquarters: Shibuya-ku, Tokyo; President and CEO: Takao Akizawa; hereinafter 'Nitt'), which operates the online outsourcing service 'HELP YOU,' was founded on a fully remote premise and currently has over 600 members working online from across Japan and 35 countries worldwide.

The company has now launched the 'HELP YOU Customer Support Service,' which optimizes customer responses that cannot be resolved by AI alone through a combination of AI and human agents.

This service addresses corporate challenges such as 'wanting to streamline customer support with AI but not knowing how to implement it,' 'customer satisfaction dropped after introducing AI,' and 'AI cannot handle everything, leading to duplicate work with human operators.' It achieves improved customer response quality and operational efficiency through an AI-human hybrid system.

Background of Service Launch

With the rapid evolution of generative AI, many companies are advancing the use of AI in customer support. However, in practice, the following issues arise:

- AI struggles with complex inquiries - Inability to provide flexible communication tailored to customers - Need for human operators even after AI introduction, creating redundant work - Lack of know-how for AI implementation and operation - High cost burden for outsourcing

In response, HELP YOU has launched the 'HELP YOU Customer Support Service,' building a customer support system that does not rely solely on AI but leverages the flexibility and communication skills of humans alongside AI-driven efficiency.

What is the 'HELP YOU Customer Support Service'?

The 'HELP YOU Customer Support Service' is a service that combines AI and specialized assistants to outsource and optimize corporate customer response operations.

AI handles routine inquiries, while dedicated assistants who have passed rigorous screening and training handle cases requiring individual judgment and flexible responses.

Goals of the 'HELP YOU Customer Support Service'

- Achieve both response speed and customer satisfaction with AI and humans: AI handles routine tasks, and specialized assistants handle individual cases, balancing speed and quality. - Prevent impersonal AI responses and improve customer experience: Handle inquiries that AI alone cannot manage with flexible human communication. - Reduce inquiry handling workload and focus on core business: Solve issues of insufficient internal resources and workload by outsourcing and optimizing customer response operations. - Achieve continuous operational optimization through FAQ improvement and integration with over 700 AI/SaaS tools: Continuously improve FAQs and templates based on inquiry content. Compatible with over 700 domestic and international AI and SaaS tools, enabling flexible operation using existing tools.

▼ Main Supported Operations

The 'HELP YOU Customer Support Service' handles a wide range of customer response operations. Support is available on weekdays from 9:00 AM to 5:00 PM (excluding weekends and holidays), with inquiries received by 4:00 PM handled on the same day.

- Service Desk Response: Confirmation of contract details, handling inquiries about service usage, etc. - Document Dispatch and Reception: Address verification, sample shipment guidance, etc. - Primary Reception for Main Phone Line: First-line reception as a general contact point, etc. - EC and Store Customer Support: Confirmation of product arrival dates, return processing, inventory verification, etc. - Order Reception Desk: Email/PDF order confirmation, input into core systems, sharing delivery dates, etc. - Follow-up Response: Sending thank-you emails, conducting follow-up interviews for continued use, etc.

In addition to text-based inquiry handling via email, chat, and contact forms, the service also provides continuous improvement support such as monthly report creation, regular reporting, and FAQ/template updates. *Phone support is optional.

Service Features

Optimal Role Division with AI and Humans

Clearly defined roles for AI and humans. AI handles routine tasks, and specialized assistants handle individual cases.

AI's Role: - Specialized engineers design and support the AI, including operational aspects. The AI promotes customer self-resolution. - Classification and initial reception of inquiries - Initial responses based on existing FAQs, templates, and knowledge base - Transcription and summarization

Specialized Assistant's Role: - Specialized assistants who have passed rigorous screening and training contribute to improved customer satisfaction with high-quality responses. - Handling complex exceptions and secondary responses requiring individual judgment - Fine-tuning text according to individual content - Final confirmation of AI-generated drafts - Building and regularly updating FAQs

Furthermore, AI promotes self-resolution of routine questions, and assistants update FAQs based on response history. Continuous improvement achieves both speed and quality enhancement.

Flexible Pricing for Small-Scale Introduction

Available from a basic fee of 126,000 yen, with flexible customization based on the number of inquiries and business content. Additional options such as phone support are also available.

◆ Service Material Download

Details can be found at the link below: https://help-you.me/download/customersupport/

About the Online Outsourcing Service 'HELP YOU'

The online outsourcing service 'HELP YOU' is a business efficiency service where a team of skilled assistants supports your work. It handles back-office tasks (HR, accounting, sales administration, document creation, etc.) as online outsourcing, contributing to an environment where you can focus on core business.

Members are located in 35 countries worldwide, including the United States, France, and Germany, as well as various regions across Japan such as Tokyo, Miyagi Prefecture, Osaka Prefecture, and Fukuoka Prefecture.

HELP YOU Service Site: https://help-you.me/

HELP YOU Recruitment Site: https://va.help-you.me/

<Company Overview>

Company Name: Nitt Co., Ltd.

Representative: President and CEO Takao Akizawa

Headquarters: Green Fantasia Building Room 407, 1-11-11 Jingumae, Shibuya-ku, Tokyo

Established: August 2017 *HELP YOU service started in 2015

Business Description: Operation of the online outsourcing service 'HELP YOU.' Also develops learning services for workers and media businesses that support workers.