parksha technology
Ogaki Kyoritsu Bank introduces AI conversation engine “PKSHA Chatbot” Established an AI contact point to improve customer contact points on apps, which will expand in the future, and built a unique system that will lead to app improvements for customer problems.
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PKSHA Technology Co., Ltd. (Representative Director: Katsuya Uenoyama, hereinafter referred to as PKSHA) is a group company, PKSHA Workplace Co., Ltd. (Headquarters: Bunkyo-ku, Tokyo, Representative Director: Tetsuya Sato), which is a subsidiary of Ogaki Kyoritsu Bank, Ltd. (Headquarters: Gifu Prefecture). We would like to inform you that in collaboration with Ogaki City, President: Toshiyuki Sakai (hereinafter referred to as Ogaki Kyoritsu Bank), we have begun full-scale operation of the dialogue engine “PKSHA Chatbot” that utilizes deep learning and natural language processing (NLP) from February 2024. Masu. PKSHA Workplace uses a variety of AI SaaS products that utilize natural language processing technology, including chatbots, to realize a new relationship in which workers and software interact and evolve together, improving operability. We support companies’ DX promotion by providing high quality products.
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Background of introduction: Strengthen app-first customer contact points and accelerate DX
With the increasing ownership of smartphones, apps are increasingly being introduced as customer contact points in the banking sector. Ogaki Kyoritsu Bank has been focusing on digital strategies, including apps, for some time, and the rollout of apps has been progressing. As we aim to further increase the number of app users in the future, it is essential to create an environment where users can resolve any questions they may have regarding the OKB app, with the aim of preventing withdrawal at the initial registration stage and increasing user loyalty. I was there. For this reason, we decided to introduce an AI chatbot that allows users to easily make inquiries at any time they like.
Introduction overview: Connecting customer problems to app
improvements through the intervention of AI chatbots
An AI chatbot was installed as a pop-up on the OKB App, an app developed by Ogaki Kyoritsu Bank, and users can now make inquiries from the chatbot 24 hours a day, 365 days a year. When we conducted a PoC (proof of concept) for this introduction, we found that
approximately twice the number of users who previously made inquiries from the FAQ page on the official website made inquiries from the chatbot. It is hoped that this will allow users to identify problems that have been overlooked until now, and that it will be possible to gather useful information for future app improvements. Additionally, as this AI chatbot becomes established, it is expected that it will have the effect of reducing man-hours by reducing inquiries to call centers.
Through the introduction of “PKSHA Chatbot”, we aim to prevent abandonment and increase the number of new users by establishing a cycle of improving the app based on customer feedback. Specifically, we aim to achieve a cumulative total of 500,000 downloads by the end of March 2026. We will continue to support the introduction of PKSHA Workplace by regional banks, explore new forms of communication using technology, and strive to accelerate the DX of regional banks as a whole.
◆Comment from Mr. Hayashi, IT Department, Ogaki Kyoritsu Bank, Ltd. The OKB app, which was launched in July 2019, aims to improve customer loyalty and prevent withdrawals at the initial registration stage. The challenge was to create an environment where people could feel free to ask questions about anything they were unsure about. PKSHA Workplace has a strong track record of implementation in a wide range of industries, and has also been involved in many implementations in the financial industry.We selected PKSHA Workplace because they are close to the financial industry’s perspective and can share their know-how. Going forward, the OKB app will continue to aim to be an app that continues to connect with customers, leading to further improvements in convenience and customer satisfaction.
◆About Ogaki Kyoritsu Bank
Company name: Ogaki Kyoritsu Bank, Ltd.
Head office location: 3-98 Kakumachi, Ogaki City, Gifu Prefecture Representative: Toshiyuki Sakai, President and Director
URL: https://www.okb.co.jp/
◆About PKSHA Workplace
With our business vision of “AI Powered Future Work: Turning employees’ wisdom and connections into power for companies,” we develop and provide AI SaaS products that realize future work styles. Centering on -AI Help Desk for Microsoft Teams-, we aim to improve the sophistication of knowledge management and communication within companies. Aiming for a work environment that directly leads to maximizing the value of products and customers, we support a work style that integrates AI technology and promotes co-evolution between employees and between employees and software.
◆About PKSHA Technology Group
With the mission of “giving shape to the software of the future,” we develop AI solutions and provide AI SaaS using algorithms in the machine learning/deep learning field developed in-house to create future relationships between companies and people. I am. In addition to providing solutions tailored to customer issues based on a wide range of technologies such as automatic responses using natural language processing technology, image/video recognition, and predictive models, we also develop AI SaaS that solves common issues. We provide multifaceted support for the social implementation of software and aim for a prosperous society where people and software evolve together.
Company name: PKSHA Technology Co., Ltd.
Address: Hongo Segawa Building 4F, 2-35-10 Hongo, Bunkyo-ku, Tokyo Representative: Representative Director Katsuya Uenoyama
URL: https://www.pkshatech.com/
◆Inquiries regarding this matter
pr@pkshatech.com
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