SBI Insurance Deploys PKSHA AI FAQ Assistant to Cut Staff Inquiry Load
The deployment extends SBI Insurance's existing PKSHA FAQ into a three-product package, adding branching chat and auto-generated knowledge to shift staff from asking veteran employees to resolving questions themselves.
Reporting from 1 source: ASCII.jp.
PKSHA Technology said it has deployed its AI FAQ Assistant package at SBI Insurance to handle internal staff inquiries. The package links three AI SaaS products: PKSHA FAQ, PKSHA ChatAgent, and PKSHA Knowledge Stream. SBI Insurance already used PKSHA FAQ and expanded to the full package. The company said direct inquiry man-hours fell and survey responses showing confusion about FAQ content are trending down.
SBI Insurance's problem was the shape of its answers, not the lack of them. Its existing PKSHA FAQ handled one-question-one-answer cases, yet questions like leave policies, where the answer branches on conditions, kept landing on veteran employees.
The package adds two products on top of the FAQ base. PKSHA ChatAgent walks employees through branching scenarios, and PKSHA Knowledge Stream generates and updates FAQ entries by ingesting internal documents. All three run on the same platform.
Kanako Kimura, manager of SBI Insurance's Risk and Compliance Department, said the structured FAQ-and-chat setup was needed because general-purpose AI could not handle step-by-step narrowing. The company's goal is a culture where staff check the FAQ first rather than ask a person.
Synthesized by Yomimono from the 1 cited source below, including Japanese-language reporting where cited, then editorially reviewed before publishing.