Parkour Japan Aims for 80% First-Contact Resolution Rate in Internal IT Helpdesk Using Its Expertise and Salesforce

Parkour Japan Co., Ltd. (Headquarters: Setagaya-ku, Tokyo; Representative Director: Masaki Mizohashi; hereinafter "Parkour Japan") announced today that it has implemented a system to reduce the burden on IT staff in handling internal IT helpdesk inquiries by utilizing Salesforce technology and Parkour Japan's expertise in AI agent design. The AI agent "Kei (Kei)" independently developed by Parkour Japan is stationed internally and supports the company in achieving faster results and maximizing value from the Salesforce platform.

Kei Image

Prior to implementation, Parkour Japan faced the challenge of a structural influx of routine IT inquiries from employees to its IT staff, preventing them from dedicating sufficient time to core responsibilities such as infrastructure improvement and security enhancement. Parkour Japan introduced "Kei," an AI agent with a deliberately narrowed scope, on Agentforce, establishing a 24-hour system for immediate FAQ responses and automatic case creation for unresolved issues. By leveraging Agentforce, Parkour Japan's expertise, and innovation, Parkour Japan has realized a system aimed at achieving an 80% first-contact resolution rate for its internal IT helpdesk.

"If there's one thing I've learned from Ren (Web Chat CS Agent) in designing Kei, it's the approach of 'not aiming for perfection from the start.' We solidify and operate within a defined scope, then observe actual inquiries to nurture its growth. Kei is now beginning its first cycle of this process. I look forward to seeing our colleagues rely on Kei," said Mr. Awan, CAIO of Parkour Japan.

Mr. Atsushi Urano, Senior Vice President and Head of Alliance Business Division at Salesforce Japan Co., Ltd., stated: "As AI's evolution rapidly transforms the business environment, many companies are seeking more personalized customer experiences and operational automation. Parkour Japan, by combining Salesforce's Agentforce with its own expertise, is supporting its ability to respond swiftly to changes and build a foundation for future growth. We anticipate that greater value will be created through their ongoing efforts."

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Parkour Japan Co., Ltd.

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Company Overview

Company Name: Parkour Japan Co., Ltd.

Location: Setagaya-ku, Tokyo

Representative Director: Masaki Mizohashi

Business Activities: Human resource development (BI/AI talent training), AI agent implementation support, AI Copan

URL: https://parkourjapan.com/

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