Initial DX Inquiry

Optimize specialist team utilization by routing cases that can be answered immediately through AI-based initial handling

Background / Challenges

Inquiries to the DX/IT help desk are scattered across email and phone, making first-line handling dependent on individuals

Many initial inquiries are not actually matters that should be escalated to the responsible department

Variations in judgment criteria lead to frequent routing errors and unnecessary rework

Follow-up exchanges due to missing information continue, lengthening resolution lead time

AS-IS (Conventional)

・Fragmented channel handling and inconsistent response quality

・Frequent rework due to insufficient information

・Long lead times to resolution

TO-BE (After Implementation)

・Single point of contact and standardization

・AI automatically collects missing information

・Automatic prioritization and assignment

Operational Flow

1. Applications received via a dedicated form (unified entry point)

2. AI automatically interviews for missing information

3. Automatic priority and assignee assignment based on content

Information Obtained

・Reception summary and requirements definition

・Priority-based ticket queue

・Draft request requirements definition

Implementation Effects (KPI)

・Initial response time: -50%

・Re-questioning occurrence rate: significantly reduced

・Number of supportable projects: improved