Enhancing the quality of response with AI and humans.
The AI collaborative support feature of Customer Service Management (CSM) utilizes AI to assist with inquiry responses, enabling collaboration between humans and AI in customer interactions. By allowing humans to make the final decisions while leveraging AI suggestions, it achieves a balance between quality and speed. 【Features】 ■ Initial response and organization of inquiry content by AI ■ Decision support through the provision of response options and handling policies ■ Accumulation of knowledge and standardization of response quality
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basic information
【Target Audience】 - General inquiry response from customers - Support staff assistance 【Main Functions】 - Initial response and content organization via AI chat - Suggestions for answers and next actions - Support for summarizing response content and referencing history 【Management and Operations】 - Support for onboarding new staff - Standardization of response quality 【Collaboration and Expansion】 - Integration with knowledge management functions - Integration with other CSM functions 【Provision Format】 - Cloud-based (SaaS)
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Applications/Examples of results
【Purpose】 Customer Service Management (CSM) is a customer service management tool that centralizes the management of inquiries, requests, and incident responses from customers, establishing a stable operational framework for customer interactions that tend to become personalized. By utilizing response history, customer context, and AI support, it ensures consistent quality regardless of who is handling the interaction, leading to continuous improvement in customer service. Our achievements: i-PRO, Kyocera Communication Systems, etc. (titles omitted) i-PRO case study (https://www.innoov.io/customers/ipro-corporate-software) Other Atlassian product achievements: Dai Nippon Printing, LIXIL, Mercari, Mercedes-Benz, Slack, Yale School of Management, etc. (titles omitted) *From the Atlassian site
Company information
We are INNOOV Inc., specializing in process improvement utilizing SaaS. We support everyone in easily grasping information and progressing work swiftly by using convenient tools, including Atlassian products. We not only provide tools but also design systems that consider what information should be received by whom and where, and how everyone should share it, enabling efficient operations for all. This leads to smoother customer interactions and new product development processes, saving time. Atlassian products implement AI ROVO across SaaS products in their document management tools, making information organization convenient. In particular, we focus on delivering customer feedback directly to the quality and development departments, enhancing customer service and product quality. This allows us to quickly resolve customer issues and continue providing better products. If you feel that organizing information is not going well and work is progressing slowly, please let us take care of it. We will support everyone in working smoothly together. Feel free to contact us with any requests.
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