PKSHA ChatAgent powers NTT Docomo's follow-up-asking support AI

NTT Docomo customers do not always send fully formed questions. Short phrases like "rate change" or "plan change" make it hard to tell what the customer actually wants, and trying to be accurate often produces long explanations instead. In telecom services in particular, contract details, rate plans and eligibility conditions have grown complex, and online procedure options have multiplied, so a system that can guide customers to the right information even when they leave out the premises has become necessary.

Against that backdrop, PKSHA Technology provided the conversational AI agent feature of its AI SaaS "PKSHA ChatAgent" to NTT Docomo's "Online Procedure Support." The approach deliberately abandons the premise of making customers ask correctly. The generative AI talks with the customer, confirms the intent of the question, and narrows down the information while referring to procedure information and FAQs.

The test is likely to be whether the follow-up questions actually converge on the right intent when the input is only a few words. For support teams at carriers, the payoff hinges on whether this reduces the effort customers spend hunting for the right FAQ or procedure, rather than simply adding another layer of conversation.