OKI Develops New System Using Generative AI to Automatically Extract Urgent Cases and Tasks from Emails

OKI has developed 'AI Task Navigator,' a system that analyzes the full text of incoming emails using generative AI to identify signs of urgent cases, automatically extract response tasks, and quantify response priority. Pilot testing will begin on June 1, 2026, in EMS-related operations, with the goal of commercialization by April 2027. This system visualizes and structures email response tasks—which previously relied on the individual reading comprehension and experience of staff—and connects them to team-shareable task management. It aims to prevent delays in initial responses and missed tasks, which are common challenges in customer support, thereby achieving both improved customer satisfaction and operational efficiency. The generative AI analyzes the full text of received emails to automatically extract the main points of inquiries, business issues, specific response tasks, and the urgency of the response. Furthermore, it quantifies response priority based on textual signs such as importance, urgency, deadlines, follow-up requests, and complaints, and automatically links this to existing task management systems. By combining generative AI with vector search, the system achieves information extraction that accounts for paraphrasing, context, and variations in expression that simple keyword matching cannot capture. It converts unstructured data contained in emails into structured data such as summaries, response items, urgency, and priority, and outputs it to task management tools. In particular, this system helps identify response risk signs early, such as follow-up requests, impending deadlines, complaints, and suggestions of service impact, thereby supporting rapid initial responses to urgent cases.