Tokyo Metro Adopts Allganize's 'Alli Platform'

Tokyo Metro has become the first Japanese railway company to simultaneously introduce generative AI for customer service and internal operations. This decision, utilizing the 'Alli' platform developed by Korean LLM all-in-one solution provider Allganize, aims to improve customer experience and enhance work efficiency.

This introduction is expected to significantly enhance Tokyo Metro's customer chatbot functionality. The new AI-based chatbot goes beyond conventional standardized responses, analyzing internal data from the official website and other sources in real time to generate optimal answers. Through Allganize's proprietary RAG (Retrieval-Augmented Generation) technology, it can even understand complex documents containing tables and handwritten text.

A Tokyo Metro official stated, "The work efficiency of the customer center, which handles approximately 250,000 phone calls and 100,000 emails annually, will be greatly improved."

Particularly noteworthy is the improvement in the lost and found item reporting process. The cumbersome process, which previously required multiple exchanges of information via email, can now be resolved at once through the chatbot. Customers can submit personal information, details of the lost item, and photos all at once according to the chatbot's guidance.

Allganize's 'Alli App Market' is also expected to contribute to the automation of tasks for Tokyo Metro employees. This platform provides various LLM-based applications such as automatic response generation, email writing, document summarization, and report writing. Employees can selectively use various LLM models such as ChatGPT, Gemini, and Claude depending on their work purpose.

Lee Chang-soo, CEO of Allganize, said, "Based on our experience of providing services to over 390 global customers, we have successfully provided a solution to Tokyo Metro. We plan to expand the application of generative AI technology to various industries in the future."

Source: Platum

Image Credit: Allganize