[BPUSS Case Study] A System that Provides Answers Suited to Skills

[Currently distributing case study materials for download] A case study of implementing a QA system where the answers vary depending on the questioner's level, making it difficult to support new employees!

We would like to introduce a case study where the internal inquiry efficiency system 'BPUSS' was utilized to solve issues in a call center for the e-commerce industry. The company implemented the system and conducted telework during the COVID-19 pandemic; however, they were unable to provide sufficient support for new employees, resulting in a decline in the effective utilization rate and awareness of new hires, as well as mistakes in responses. To address this, they provided a QA system that offers suitable answers based on the skill level of the questioner to new employees, enhancing the support system as a companion aid for telework. This helped resolve challenges such as "It's hard to ask questions even if I want to..." and "I can't fully understand what the leader is saying..." [Customer Information] ■Industry: E-commerce ■Job Type: Call Center ■Team Size: Approximately 20 members ■Target Model: BtoC, BtoB ★You can view the case study materials for this service by downloading the PDF from the link below.

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