The Challenge
SoftBank's mobile customer service team received 50,000+ inquiries monthly across phone, email, and chat. Long wait times and inconsistent responses damaged customer satisfaction.
- Average wait time: 23 minutes
- Only 18% first-contact resolution rate
- High agent turnover (42% annually)
- No after-hours support
The Solution
Greene Solutions deployed a multi-channel AI agent system:
Conversational AI
Natural language understanding for chat, email, and voice across Japanese and English.
Knowledge Integration
Connected to SoftBank's knowledge base, billing system, and account database.
Smart Escalation
AI detected complex issues and escalated with full context to human agents.
Continuous Learning
System improved from agent corrections and customer feedback.
Implementation Timeline
Knowledge Extraction
Analyzed 10,000+ historical tickets to identify common patterns and responses.
AI Training
Trained conversational models, built intent classification, integrated systems.
Pilot Launch
Soft launch to 15% of traffic. Monitored accuracy, gathered feedback.
Full Rollout
Deployed to all channels. Trained agents on AI collaboration.
Results
Response Time
From 23 minutes to under 10 seconds
Automation
85% of inquiries resolved without human intervention
Satisfaction
CSAT improved 34% in 6 months
Availability
24/7 support across all time zones
Client Testimonial
"We thought AI customer service was 3-5 years away. Greene Solutions made it happen in 10 weeks. Our customers love it—they get answers instantly, any time of day."