Osaka Metro Expands Deployment of 'PKSHA AI Helpdesk' to Centralize Inquiries from All 5,000 Employees

PKSHA Technology Inc. (pronounced: Parksha Technology; headquarters: Bunkyo-ku, Tokyo; CEO: Katsuya Uenoyama; hereinafter 'PKSHA') announces the expansion of the 'PKSHA AI Helpdesk' deployment at Osaka Metro Co., Ltd. (headquarters: Osaka City, Osaka Prefecture; President & CEO: Hideaki Kawai; hereinafter 'Osaka Metro') starting May 2026.

PKSHA, driven by its mission to 'shape the software of the future,' is engaged in AI research, development, and real-world implementation leveraging proprietary technologies such as natural language processing. This initiative aims to eliminate information gaps among employees through AI agents, fostering organizational communication where all staff are connected and can support one another.

Based on operational insights gained from the pilot deployment in Osaka Metro's Finance and Digital Promotion Departments since December 2025, the 'PKSHA AI Helpdesk' will be newly rolled out to the Human Resources and Procurement Departments starting May 2026. By deploying AI agents across departments, the goal is to create an environment where all employees can autonomously find answers.

Background: Challenges of Inquiry Centralization and Knowledge Circulation

At Osaka Metro, internal inquiries in the Finance and Digital Promotion Departments heavily relied on individual responses. In the Digital Promotion Department, approximately 90% of around 1,000 monthly inquiries were made via phone, while in the Finance Department, even the volume and status of inquiries were not visualized.

Additionally, response statuses were not managed on a system, making it difficult to visualize 'who answered what.' As a result, response content was not accumulated as organizational knowledge, leading employees to spend equal time and effort on similar inquiries, reducing overall operational efficiency.

To address these issues, Osaka Metro introduced the 'PKSHA AI Helpdesk' in December 2025. This product is part of the 'PKSHA AI Back Office' suite, a collection of AI products designed to complete corporate back-office operations. The 'PKSHA AI Helpdesk' is an AI agent operating within Microsoft Teams, enabling employees to make inquiries directly from their everyday chat tool. The system has been established and is now operational, centralizing inquiries through Microsoft Teams, managing knowledge via SharePoint integration, and continuously expanding FAQs using inquiry logs.

Overview of Deployment: Gradual Rollout to HR and Procurement Departments from May 2026, New Features Added to Finance Department

Building on operational insights from the pilot in the Finance and Digital Promotion Departments, deployment will begin in May 2026 for the two new departments: Human Resources and Procurement.

In particular, the HR Department will prepare an environment where AI can instantly answer common questions—such as those related to attendance management and various application procedures—based on manuals and past Q&As, coinciding with the renewal of the HR, payroll, and attendance management system. If an inquiry cannot be resolved by AI, it will be automatically routed to the appropriate staff member, preventing delays caused by uncertainty about whom to contact.

By enabling accumulated knowledge to circulate across departments, employee collaboration will be further strengthened.

For the already-deployed Finance Department, a new 'Operator Response Support Agent' feature has been added to further enhance the efficiency and standardization of human-assisted responses. This function automatically suggests optimal response drafts based on accumulated historical response data, improving both operator efficiency and response quality. The agent continuously improves in accuracy as it is used more, enriching its knowledge base over time.

Future Outlook: AI and Humans Collaborating to Support Osaka's Infrastructure

The operational foundation of Osaka Metro, used by approximately 2.5 million people daily, will be further strengthened through collaboration between AI and humans. The goal is to enable all 5,000+ employees to self-resolve inquiries using the 'PKSHA AI Helpdesk,' continuously improving AI response accuracy and self-resolution rates based on accumulated response data.

Through this initiative, PKSHA will contribute to creating an environment where each Osaka Metro employee can quickly access information and focus on their core responsibilities. PKSHA will continue advancing real-world implementations, positioning this collaboration as a model case of 'connection' and 'expansion' where humans and AI co-evolve.

Comments from Mr. Hashimoto and Mr. Kawachi, Accounting Department, Osaka Metro Co., Ltd.

Background of Implementation Previously, inquiry responses were scattered across face-to-face interactions, emails, and other methods, making it difficult to manage QA and share knowledge organization-wide. When personnel changed roles, the same inquiries required repeated time investment, resulting in suboptimal operational efficiency. Additionally, the lack of visibility into inquiry volume and content in the Finance Department led to over-reliance on individual staff, creating operational bottlenecks. Given these challenges hindered efficient operations, we decided to introduce the 'PKSHA AI Helpdesk' to shift from individually optimized processes to organization-wide optimization.

Key Factors in System Selection While several vendors were considered, PKSHA Technology stood out in our evaluation. Their solution comprehensively met our requirements through packaged features, offered relatively low cost, and demonstrated superior AI capabilities. Furthermore, our prior collaboration on the 'AI Monitoring System'—which detects passengers using white canes or wheelchairs and alerts station staff—reinforced our confidence in PKSHA's AI expertise, supporting our decision.

Future Challenges and Vision Post-implementation, we are enhancing FAQ and document agents to improve AI response accuracy when users inquire. Our goals include further increasing self-resolution rates, reducing human-assisted responses, delivering faster and more accurate answers to users, and alleviating operator workload.

About 'PKSHA AI Helpdesk' The 'PKSHA AI Helpdesk' is a product designed to reliably resolve internal inquiries. As part of the 'PKSHA AI Back Office' suite, the AI agent provides instant answers via FAQs or generates responses by reading documents. If unresolved, it calls in the appropriate human agent and learns from the response to improve future performance. Through this autonomous reasoning, it seamlessly integrates knowledge accumulation and utilization. By enabling seamless AI-human collaboration, it builds a truly usable system that enhances productivity and employee experience (EX).

PKSHA AI Helpdesk URL: https://aisaas.pkshatech.com/aihelpdesk/

PKSHA AI Back Office URL: https://www.pkshatech.com/news/20260312/