Initial Inquiry Review

Pre-collect inquiry context with AI to streamline handoff to agents

Background / Challenges

Insufficient information at the outset leads to frequent rework and longer resolution lead times

Agents are tied up gathering information and cannot focus on resolving the underlying issue

The right questions are not being asked during the initial inquiry

Inquiry volume is high, and the team cannot keep up

AS-IS (Conventional)

・Information gaps cause frequent rework

・Items covered in the initial interview vary

・High burden of information gathering

TO-BE (After implementation)

・Comprehensive interviews with dynamic questions

・Standardized pre-interviews through AI-led questioning

・Agents can begin work immediately

Operational flow

1. Initial interview is replaced by a link-based issue submission or interview form

2. Collect required information

3. Share the summary with the agent and assign ownership

Information obtained

・Ticket summary / status summary

・Recommended next actions

Implementation effects (KPI)

・Initial response time: -50%

・Re-questioning rate: significantly reduced

・SLA compliance rate: improved