SOLUTION

Leveraging Knowledge Accumulated in Emails for Inquiry Handling

Inquiry handling tasks with a high burden

In recent years, the burden of inquiry handling tasks has increased, such as customer support inquiries and employee inquiries to the IT department.

Inquiry handling requires quick and accurate responses, and as products and services become more advanced, the types of consultations and requests have become more varied, making the inquiries more complex.

As a result, the time required for handling inquiries has become enormous, and the challenge now is how to efficiently manage the large volume of inquiries.

In email-based inquiry handling, knowledge that is personal to each email has accumulated, but...

Currently, email-based responses are the mainstream in inquiry handling. Additionally, email responses often contain specialized knowledge.

However, even though the content of the emails is shared with members via CC, it is difficult to accurately search the accumulated knowledge, and as a result, it is not being utilized effectively.

How to leverage the knowledge accumulated in "emails" for inquiry handling

Here, we will introduce how to leverage the knowledge accumulated in emails for inquiry handling.

By importing past emails into a forum, converting them into a database, and utilizing the latest AI features such as semantic search, you can make this knowledge more effectively usable.

Centralizing inquiry handling accumulated in emails into a forum database

A forum format that works well with email

There are several ways to view, search, and utilize the accumulated email content, but here we introduce a solution for centralizing it into a forum database.

The forum referred to here is a typical support forum where knowledgeable individuals reply to posted topics, and if further questions arise, additional responses are provided.

For a concrete example, please refer to the forum on our website. Community Support Forum is here.

Multiple email exchanges can be displayed as threads in an email client, and similarly, they can be shown in the forum, making it a very compatible format.

By centralizing into a forum database, knowledge from other channels (such as chatbots and other systems) can also be incorporated and managed centrally.

As a forum system, it also allows for login and posting or responding.

Importing past accumulated emails and leveraging them as knowledge

The solution provided by KandaSearch offers a feature to import past emails in MBOX format, making it easy to bring in emails from the past.

Even after migration, it is possible to receive inquiries via email, send responses via email, and also provide direct responses by logging in.

Attachments in emails, such as PDFs and office documents, can also be extracted and added as attachments to forum topics. The contents of these documents are also included as part of the knowledge to be utilized.

Furthermore, KandaSearch offers a knowledge search function that not only supports keyword search but also uses AI technology to understand the "meaning" of inquiry content, making it highly effective for inquiry management.

FAQ about Email to Forum Migration is here

Concept Diagram

What is semantic search?

Semantic search is an information retrieval method in which the search engine understands the "meaning" of both the query and the content being searched. KandaSearch utilizes AI technology to provide a search function where the search engine understands the meaning of text in the same way humans do.

This semantic search is an AI search technology that is gaining attention alongside popular generative AIs like ChatGPT.

Particularly in inquiry handling, knowledge search, and FAQs or manual searches, the documents being searched often contain high levels of expertise, while the inquirer (such as product users or external individuals) is typically not an expert. This creates a vocabulary gap between the two. Traditional keyword search can only find results where query keywords match exactly, but semantic search can find results with similar meanings even if the keywords don’t match. This allows for better handling of user inquiries based on their vocabulary, and it enables users to solve problems independently, potentially reducing the number of inquiries to call centers or help desks.

The difference from generative AIs like ChatGPT

Generative AI, such as ChatGPT, is innovative, but training it to generate accurate answers based on knowledge can be challenging. Knowledge accumulated in emails is unstructured and not systematized, making it unsuitable for training generative AI. Instead, knowledge search that understands the meaning and intent of inquiries is more suitable.

Additionally, unlike generative AI, there is no issue of "hallucination" (where AI generates information that doesn't actually exist but presents it as though it were true). This means it does not provide false information. The sources are clear, and it can retrieve accurate and up-to-date knowledge.

KandaSearch Support Forum

Our community support forum on our website is freely accessible, so you can experience it for yourself.

Community Support Forum is here

This support forum offers the following features:

  • Importing support emails and centralizing them in the forum database
  • Even general users can participate in the forum, create topics, and reply
  • Not only keyword search but also semantic search is available
  • Topics with similar meanings are displayed as "Past Similar Inquiries"
  • When entering a new topic, "Similar Topics" are suggested in real-time

For estimates and details,
please feel free to contact our development team.

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