Virtualex Achieves "Business Process Optimization" through Generative AI in TEPCO Energy Partner's Email Correspondence Operations

Virtualex Consulting Co., Ltd. (Headquarters: Minato-ku, Tokyo; President: Hayato Maruyama) supported TEPCO Energy Partner Co., Ltd. (Headquarters: Chuo-ku, Tokyo; President: Momoko Nagasaki) in introducing the generative AI chatbot system "KotoznaTPG." TEPCO EP aimed to enhance efficiency in handling email inquiries from corporate customers while maintaining high-quality responses. Virtualex, leveraging its partnership with Kotozna Inc., implemented "KotoznaTPG." Virtualex's BPO operational team led "prompt engineering" to integrate operational knowledge into the AI. This resulted in a 1.7x increase in email response productivity (from 2.4 to 4.1 cases per hour) and an 11.1 percentage point improvement in response quality (Good rate from 73.8% to 84.9%). The system utilized RAG (Retrieval Augmented Generation) technology to accurately reference internal regulations, achieving high-precision responses and suppressing hallucination risks. The success is attributed to the fusion of Virtualex's high-value BPO services and the highly tunable KotoznaTPG platform. Virtualex plans to continue integrating consulting, technology, and operations to improve customer experience (CX) and operational efficiency, emphasizing prompt construction and optimization for generative AI in contact centers and BPO.