LINE Yahoo Achieves 6x Increase in Consultations with User Support Cases Using "DS.INSIGHT" Powered by miibo; Detailed Interview Published on miibo Official Website

miibo Inc. (Headquarters: Minato-ku, Tokyo; Representative Director: Masashi Kunugi) has published an interview on its official website with Ms. Misa Inome, Ms. Yuko Matsui, and Ms. Yuha Machiba from LINE Yahoo Corporation's Data Solutions Planning and Development Unit. The interview details a case study of AI chat utilization on the service website and service UI for "DS.INSIGHT," a desk research tool provided by LINE Yahoo Corporation.

**Key Highlights** - Increased the number of user consultations by approximately 6 times, while maintaining a small team. - Deployed AI chat across two axes—the service website and service UI—to secure a wide range of user touchpoints. - Seamlessly connected conversations to direct actions by guiding users directly to relevant data pages via Function Calling capabilities. - Maintained FAQs and community posts in an always up-to-date state through automatic knowledge updates using GAS (Google Apps Script).

**Main Contents of the Interview Article**

**Background for miibo Implementation** - Customer support with a small team was nearing its limit, facing challenges with the burden of repeatedly responding to similar inquiries and knowledge centralization. - Users themselves found it difficult to ask casual questions, with inquiries concentrating on internal contacts and a high psychological barrier to inquiry forms, meaning there was no "easy place to ask questions." - "There were voices saying it was too daunting to ask even small things, so we strongly felt the need for a more accessible place to ask questions," says Ms. Machiba.

**Reasons for Choosing miibo** - Considered in-house development but decided an external tool would suffice for the specific purpose of inquiry handling, leading to a comparison of multiple services. - Decisive factors were the ability to set up and operate without engineers and clearing strict internal security requirements. - "Scenario design involves many aspects that feel familiar from regular email campaigns and marketing tools, making it a tool where business-side members can take the lead," comments Ms. Matsui.

**Characteristic Utilization of AI Chat in "DS.INSIGHT"** - Deployed across two axes: the service website (for trial users) and within the service UI. - Utilized Function Calling to generate and guide users in real-time to corresponding data page URLs based on keywords suggested by the AI during conversation. - Automatically imported FAQ lists into miibo's knowledge data store weekly via GAS, maintaining an always up-to-date status.

**Concrete Results of Implementation** - Questions regarding basic tool operations to the inquiry form became almost zero. - The number of user consultations expanded by approximately 6 times with the same personnel system. - Achieved an accuracy rate of 80-90%, and if unable to answer, the system is designed to guide users to the inquiry form, ensuring user trust. - "We feel that because it's an AI, users are more comfortable expressing 'I don't understand this' without hesitation," notes Ms. Machiba.

**Future Outlook** - Further strengthen user self-onboarding support system through continuous knowledge updates. - Promote active deployment both internally and externally as a tool that can quickly materialize and verify ideas.

**Significance of the Interview** - A concrete example of scaling up customer support for B2B data analysis services with a small team. - A model case for multi-layered user touchpoint design, deploying AI chat across both the service website and product UI. - A practical example of advanced operations combining no-code tools with external systems, such as Function Calling and GAS integration. - Presenting an AI-driven feedback loop that utilizes conversation logs for product improvement and manual documentation.

**Read the full interview here** Detailed interviews can be found in the article below. miibo official website: https://miibo.ai/interview/lineyahoo

**About miibo Inc.** miibo Inc., with its mission to "enrich people's lives with AI technology," develops and provides the conversational AI construction platform "miibo." As demonstrated in this case study, the company is committed to solving societal challenges through the utilization of AI technology. https://miibo.co.jp

**About the Conversational AI Construction Platform "miibo"** The conversational AI construction platform "miibo," developed by miibo Inc., is a service that allows for easy and practical creation of conversational AI with no-code. Official website: https://miibo.ai

**Easy AI Application Creation for Anyone** No difficult skills or languages required! It's a conversational AI construction platform that allows you to immediately create AI-powered applications by utilizing your database and Large Language Models (LLMs).

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**Conversational AI Applicable for Various Uses**