noco Inc. (Headquarters: Chuo-ku, Tokyo; Representative Director: Ken Horibe) has launched "Generative AI Type 2.0" for its AI customer support system "Helpdog" (https://helpdog.ai), which overhauls the question comprehension and information retrieval mechanisms of its AI chatbot "Generative AI Type." This new version accurately captures the intent behind questions, even those using colloquial expressions, variations in spelling, or typos, and precisely locates and retrieves answers from within the website. This aims to boost user self-service and reduce the burden on support operations.

Background: Colloquialisms and variations in expression hindered self-service

In FAQ and help scenarios, user questions are not always submitted in polished language.

Questions like "How do I cancel?" (in Japanese: 解約ってどうやるの?), which are close to spoken language, as well as those with variations in spelling or typos, are received daily. Traditional AI chatbots sometimes failed to accurately retrieve the necessary information from the website for such questions, even if it was available.

Specifically, this led to situations where the chatbot would react to only a few keywords in the question and provide irrelevant answers, or respond with "Not found" even when the answer was available. Consequently, users were unable to resolve their issues themselves, contributing to an increase in inquiries.

Key Features of AI Chatbot "Generative AI Type 2.0"

"Generative AI Type 2.0" is characterized by a review of both the question interpretation process and the answer retrieval process. It is designed to guide users to the intended answer regardless of how they phrase their questions. The main improvements are as follows:

Enhanced intent comprehension and "paraphrase search"

The AI deeply interprets the user's intent and automatically expands it into multiple paraphrased expressions suitable for searching before looking for information. This makes it easier to find related information even with colloquial language, variations in spelling, or typos. Furthermore, for questions containing multiple points, such as "Tell me the method and cost for XX," the system performs searches for each point and consolidates the results into a single answer. Users do not need to re-enter their questions separately and can receive all the necessary information in one interaction.

Reduced missed answers with "Hybrid Search"

A new "Hybrid Search" method has been introduced for retrieving answers. This mechanism simultaneously evaluates keyword matching and semantic similarity of sentences, integrating both results to select the most appropriate information. It can now retrieve information that was difficult to find with keyword matching alone or semantic similarity alone, reducing the occurrence of missed answers where "the answer that should be there is not found." Additionally, the stability of the process for sorting extracted candidates by relevance to the question has been improved, suppressing instances where the answer is skewed by a few keywords.

Improved accuracy in determining answer availability

"Generative AI Type 2.0" has always included a mechanism to honestly state "Not found" when a reliable basis for an answer cannot be obtained, rather than guessing. With the ability to gather information that serves as a basis for answers more accurately, the system now reduces instances where it incorrectly responds with "Not found" to questions that could have been answered. It accurately answers when possible and honestly communicates when it cannot – the precision of this judgment has increased. Notably, these improvements in accuracy have been achieved without compromising response speed, maintaining the same quick response times that prevent users from waiting.

Helpdog will continue to work on improving the support experience and streamlining support operations as an all-in-one AI customer support system that allows for integrated operation of FAQ sites, AI chatbots, and inquiry forms, from users reaching answers themselves via AI chatbots to human support.

Details here

About Helpdog

"Helpdog" is an AI customer support system that integrates FAQ sites, AI chatbots, and forms. It provides an intuitive search experience and a clear UI so that users can quickly find the information they need, thereby reducing inquiries and improving customer satisfaction. Furthermore, it is equipped with a mechanism that allows staff to continuously operate and improve the system without specialized knowledge, streamlining corporate support operations.

All-in-one functions required for customer support

About noco Inc.

With the mission "To bridge companies and customers and turn all voices into value," we provide technology that solves user questions and challenges. Through systems such as the AI customer support system "Helpdog" and the manual creation tool "Helpdog Manual," we support companies in reducing inquiries, improving operational efficiency, and enhancing customer experience. We advocate for the realization of "Help Infrastructure" and strive to create a society where everyone can smoothly access information and act without hesitation.

Company Overview

Company Name

noco Inc.

Representative

Ken Horibe, Representative Director

Headquarters

8-13 Nihonbashi Kobunacho, Chuo-ku, Tokyo

Capital

76.06 million yen (including capital reserve)

Established

May 12, 2017

Corporate Site

https://nocoinc.co.jp/

Recruitment Site

https://nocoinc.co.jp/recruit/

Press Release

https://nocoinc.co.jp/news/press/1/

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  • Source: PR TIMES
  • Category: 製品更新