English 
株式会社イー・ガーディアンは、チェンジグループのガバナンス・テクノロジーズ株式会社と共同で、AIエージェント型カスタマーサポートツールの開発に着手したことをお知らせいたします。
As a comprehensive internet security company, E-Guardian provides one-stop support for all internet security issues, including post monitoring, identity verification, ad review, social listening, cybersecurity, and even the metaverse, to ensure a safe and secure internet world. In May 2024, E-Guardian strengthened its AI system development structure by collaborating with Governance Technologies, Inc., and in November of the same year, it installed generation AI in the email template management tool “hinagata.”
In recent years, as the importance of customer experience (CX) has increased, customer support is required to provide faster, higher quality responses than ever before, such as 24/7 response to inquiries and personalized communication tailored to each individual’s situation. However, many sites are facing issues such as a shortage of operators, the resulting increase in workload, and maintaining and standardizing the quality of support.
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To address these issues, there are several email efficiency tools that utilize AI, but it is difficult to tune general-purpose external tools to fit a company’s customer support policy, and developing a dedicated AI tool for a company requires a large initial investment. In order to continue providing high-quality, efficient customer support services to a wide variety of companies, we felt that it was necessary to develop a flexible in-house tool.
そこで、E-guardianは、次のようなコラボレーションを行うことにしました。 ガバナンス・テクノロジーズこのたび、デジタルトランスフォーメーションの推進やAIシステムの開発で豊富な知見と実績を持つチェンジグループの株式会社チェンジと共同で、AIエージェント型のカスタマーサポートツールを開発することになりました。
This tool uses AI to analyze customer inquiries and automatically generate reply proposals. Operators can focus on highly specialized tasks such as final confirmation and adjustment of reply proposals generated by the AI and solving more complex problems. In addition, the AI learns from the results and improves the accuracy and resolution rate of the AI as a human-in-the-loop AI agent. It can also be flexibly customized to suit each company’s needs and policies, such as applying expressions that match the company’s brand image, making it possible to utilize individually tuned AI agents regardless of the size of the support desk, without making large initial investments.
また、これまでオペレーターが手作業で行っていた日報や月報の作成・送信を自動化することで、オペレーターの生産性が向上し、メールでのレスポンスが早くなるなど、サポート業務全体の効率が大幅に改善されます。
本ツールを開発・導入することで、各社の多様なニーズに対応したスピーディーで質の高いサポートを提供し、カスタマーエクスペリエンス（CX）やブランドイメージの向上に貢献します。本ツールは、2026年4月頃の提供開始を目指します。
今後について イー・ガーディアン will continue to provide specialized, high-quality services and strive to develop services that make people’s lives more convenient and enriched, in order to realize its mission of “We Guard All.”
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