[Helpfeel Co., Ltd.] Nagoya City succeeded in suppressing 7,000 calls a day with administrative DX! Search SaaS “Helpfeel” contributes!
*View in browser* *Helpfeel Co., Ltd.*
Press release: March 12, 2024
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Nagoya City succeeded in suppressing 7,000 calls per day with administrative DX! Search SaaS “Helpfeel” contributes!
*Resolving questions from citizens who are flooded with coronavirus vaccines* Search SaaS “Helpfeel” provided by Helpfeel Co., Ltd. (Kyoto City, Kyoto Prefecture, Representative Director/CEO: Isshu Rakusai, hereinafter referred to as the Company)
https://helpfeel.com/)” is contributing to Nagoya City’s administrative DX.
Nagoya City introduced “Helpfeel” in August 2021 as a “FAQ site regarding vaccines” for the new coronavirus. By making the vaccine accessible via the city’s website or the QR code on the flyer enclosed with vaccination tickets, we achieved up to 7,000 self-resolved cases per day, which is comparable to the effect of increasing the call center’s staff by nearly 300 people.
■Summary of this case:
– The city’s phone center was flooded with inquiries regarding coronavirus vaccinations. Considering the situation where line expansion cannot keep up, we are considering diversifying information provision media.
– Evaluated features and operability not found in other information provision media and introduced FAQ tool Helpfeel
– As a result of focusing on notifying citizens and improving content, we achieved up to 7,000 self-resolved cases per day, which is equivalent to increasing the number of telephone answerers by nearly 300 people.
– Established a 24-hour, 365-day contact point, including
after-hours telephone service hours.
■Helpfeel introduction background:
80,000 calls a day that cannot be answered. Citizens line up at ward offices demanding action
Nagoya City will begin priority vaccination from April 2021. Reservations for mass vaccinations were made through the city’s call center and website, but it continued to be difficult to connect to the call center, and especially at the beginning of the priority vaccination program, 80,000 calls a day were concentrated on the call center’s 125 lines, making it difficult to receive calls. It became a situation where I could not catch up at all.
As a result, there was a time when people were lining up at ward offices and other places to request help because they couldn’t get through no matter how many times they called, and staff were hurriedly dispatched from the central government office. We have decided to increase the number of new information providing media so that you can find out what you want to know before calling.
■Effects of implementing Helpfeel:
FAQ available 24 hours a day, 365 days a year, eliminating the need to handle up to 7,000 phone calls a day
The city’s website always provides the latest information, but because it is customary to include all rare cases, there is a dilemma: “The more carefully you write, the harder it becomes for each reader to understand.” On the other hand, Helpfeel’s advantage was that it allowed users to search for what they wanted to know and provide simple answers.
Regarding the tool’s usability, we highly praised the “intention prediction search” function, which can present topics such as “reissuing vaccination tickets” as possible answers to input words such as “lost” and “lost”. We were looking forward to Helpfeel’s contribution to reliably bridging the gap between words that come to mind in daily life and corresponding technical terms.
After the introduction, the FAQ URL was posted as a QR code on the flyer enclosed with vaccination tickets, and the number of accesses to the FAQ increased to 7,000 per day. Because it serves as an
alternative to telephone calls and leads to a high rate of
self-resolution, access to FAQs is evaluated as suppressing the same number of telephone calls. Suppressing 7,000 calls per day had the same effect as adding nearly 300 operators.
Even outside of the call center’s operating hours, the FAQ page was constantly accessed, even late at night, from 2 to 3 a.m., so I think it functioned as intended as a 24-hour, 365-day contact point. ■Possibilities of Helpfeel:
In government, it is important that it is easy for everyone to use. Possibility of FAQs that can be “more convenient than telephone counters”
Information from the government must be disseminated in a way that is easy for everyone to use. In this respect, I feel that FAQs like Helpfeel can be used by anyone of any age who can search the internet from a smartphone, and can be widely used as a tool to quickly find the information you want. I think the number of people who feel that FAQs are more convenient than telephone counters will increase in the future.
Helpfeel’s FAQ allows you to provide concise answers based on user questions. I think using an easy-to-use FAQ tool can be an effective way to encourage self-solving of topics that can be summarized in one short answer.
(The above are excerpts and edited comments from the case study article. Click here for case study article: https://helpfeel.com/works/nagoyacity) ■About search SaaS “Helpfeel”
Enterprise search “Helpfeel” that delivers knowledge
* Unique “intention prediction search” (*) realized by AI technology and technical writer *
“Helpfeel” is a search-type FAQ system that boasts a search hit rate of 98% and is equipped with the world’s first proprietary algorithm “Intent Prediction Search.”
“Intent Prediction Search” is a system that predicts the “intent” of what the searcher wants to know based on the words entered in the FAQ, and quickly searches for answers that match that intent. Even if your search keywords are vague or intuitive, or if there are misspellings or kanji/kana spellings, you can quickly find the most suitable FAQ page that will help you answer your questions. For each FAQ article, technical writers and AI technology
Therefore, it predicts the words that the user will type and creates approximately 50 “intent expressions.”
It also predicts questions and displays possible answers even while you are typing a search keyword.
Furthermore, by searching within the device rather than on the server side, we have achieved a high-speed response of 0.001 seconds, which is approximately 1,000 times faster than the average FAQ system.
With these features, “Helpfeel” contributes to reducing the burden on customer support representatives and call centers and improving the customer experience.
Additionally, unlike traditional chatbots, there is no need to prepare data for AI to learn or to tune it after installation. Companies that have introduced this service can implement a high-performance FAQ site in a short period of time by simply preparing “answer articles” for searches.
*Our patented technology
Helpfeel service site
▼Helpfeel awards history
– “Industry Co-Creation (ICC Summit) KYOTO 2023”
Guardian Award Winner, Guardian Catapult Winner
– Received 6 awards in the FAQ system category of “BOXIL SaaS AWARD Autumn 2023”
– “Industry Co-Creation (ICC Summit) FUKUOKA 2023”
Guardian Award Winner
– Received “2021 Good Design Award”
– “Industry Co-Creation (ICC) Summit KYOTO 2021”
– Winner of “SaaS RISING STAR CATAPULT Find the next unicorn!” – Received “Mizuho Innovation Award” in the fourth quarter of 2020 – Advance to “X-Tech Innovation 2020” Grand Prix Final
– Participated in 2019 IVS LaunchPad
▼Helpfeel introduced companies (some)
Helpfeel Co., Ltd.
Founded: December 21, 2007 (Japanese corporation established on December 4, 2020)
Representative: Kazushu Rakusai, Representative Director/CEO Kyoto Office: 5th floor, Kawamoto Building, 110-16 Gosho Yahata-cho, Kamigyo-ku, Kyoto 602-0023
Tokyo office: 5th floor, Shiodome City Center, 1-5-2
Higashi-Shinbashi, Minato-ku, Tokyo 105-7105
Site: https://corp.helpfeel.com/
Helpfeel Co., Ltd. is a SaaS startup founded in Silicon Valley in the United States in 2007. It was created by Kazushu Rakusai (CEO), who was certified as a genius programmer by the Ministry of Economy, Trade and Industry’s IPA Unexplored Software Creation Project, and Toshiyuki Masui, a leading UI researcher who was invited by Apple to develop the iPhone’s flick input system.
Helpfeel is “Human Empowerment Technology
With the vision of “expanding people’s potential through the invention of technology,” we develop and operate three cloud services. ・Enterprise search “Helpfeel” that delivers knowledge https://helpfeel.com/ ・“Scrapbox”, an ideation tool to refine your knowledge
https://scrapbox.io/product
・Media capture that turns information into knowledge “Gyazo” https://gyazo.com/about
* [Click here to download materials and inquire about Helpfeel] * Contact us: https://helpfeel.com/contact
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