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カスタマーサポートを立ち上げてからやったこと

Shingo Yamazaki
October 24, 2023
170

 カスタマーサポートを立ち上げてからやったこと

[オフライン開催] 第20回 Customer系エンジニア座談会 - connpass
https://customer-x-engineer.connpass.com/event/294299/
のLT資料です。

Shingo Yamazaki

October 24, 2023
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Transcript

  1. ΧελϚʔαϙʔτΛ


    ্ཱ͔ͪ͛ͯΒ΍ͬͨ͜ͱ
    2023-10-24 CustomerܥΤϯδχΞ࠲ஊձ#20

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  2. Pro
    fi
    le
    Shingo Yamazaki


    • 2021೥11݄ גࣜձࣾϩάϥεೖࣾ


    • WebΞϓϦέʔγϣϯΤϯδχΞΛܦͯݱࡏ͸CRE


    • ٕज़ྖҬͰ͸WebϑϩϯτΤϯυ͕޷͖


    • 3ࣇͷ෕
    zaki-yama
    zaki___yama

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  3. ϩάϥεʹ͍ͭͯ

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  4. ©2023 Loglass Inc.
    ࣍ੈ୅ܕ ܦӦ؅ཧΫϥ΢υ

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  5. ©2023 Loglass Inc.
    ैདྷ
    ͋ΒΏΔूܭ࡞ۀΛࣗಈԽ


    ޻਺Λ࡟ݮ͠ɺҙࢥܾఆਫ਼౓ɾ଎౓ͷ޲্
    ूܭɾޡΓ୳͠ͷ൥ࡶͳख࡞ۀ͕த৺


    ଐਓԽͨ͠ख࡞ۀͷ࿈ଓɺϛεͷԹচ
    ● ग़ॴ͝ͱʹόϥόϥͷϑΥʔϚοτΛख࡞ۀͰ౷߹ɻ਺஋
    ͷਖ਼֬ੑ୲อʹ࣌ؒΛऔΒΕΔ


    ● ͍ͭɾ୭͕ɾԿΛมߋ͔ͨ͠ཤྺΛ௥͏ͷ͕΄΅ෆՄೳͰ
    ͋Γɺϛε͕ൃੜ͍ͯͯ͠΋ൃݟͮ͠Β͍


    ● ूܭ࡞ۀʹ͕͔͔࣌ؒΔͨΊɺৄࡉͳσʔλΛϨϙʔτ·
    Ͱམͱ͖͠Εͳ͍


    ● ࡉ͔ͳӾཡݖݶ੍ޚ͕௥͍͔ͭͣɺܦӦϨΠϠʔҎ֎ʹৄࡉ
    ͳ৘ใΛڞ༗ͮ͠Β͍
    ● ExcelɺεϓϨουγʔτͷσʔλΛࣗಈ౷߹͢Δ͜ͱͰɺ
    ूܭ࡞ۀ࣌ؒΛۃݶ·Ͱॖখ


    ● γεςϜ্Ͱόʔδϣϯ؅ཧΛపఈ͠ɺมߋ఺͕ՄࢹԽ͞Ε
    ΔͨΊɺ͍ͭɾͲ͜Ͱϛε͕ൃੜ͔ͨ͠෼͔Δ


    ● ഑ොͳͲΛؚΉৄࡉͳσʔλ͕ϦΞϧλΠϜͰՄࢹԽ͞Ε
    ΔͨΊɺҙࢥܾఆͷਫ਼౓্͕͕Δ


    ● ϨΠϠʔ͝ͱͷࡉ͔ͳӾཡݖݶઃఆ͕༰қͰɺηϯγςΟ
    ϒͳ৘ใΛέΞ͠ͳ͕Β৘ใΛಁ໌ԽͰ͖Δ
    LoglassͰมΘΔܦӦ؅ཧ

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  6. ϩάϥεͷCREͱΧελϚʔαϙʔτ

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  7. ମ੍ʢ2023೥10݄ݱࡏʣ
    CRE͸ϓϩμΫτνʔϜॴଐ


    ݱࡏ͸1໊
    αϙʔτ͸CREɾCS͔Β


    1໊ͣͭ݉຿͢Δܗ

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  8. CREϩʔυϚοϓ

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  9. ϩάϥεͷCREͱΧελϚʔαϙʔτ
    • ΧελϚʔαϙʔτ͸CRE͕औΓ૊ΉςʔϚͷ1ͭɺͱ͍͏Ґஔ͚ͮ


    • ϩάϥεͰ͸2023೥5݄ࠒ͔Βຊ֨తʹΧελϚʔαϙʔτମ੍Λཱ
    ্ͪ͛ͨ


    • ͦΕ·Ͱ͸CSνʔϜ͕୲౰ސ٬͝ͱʹݸผʹରԠ͍ͯͨ͠


    • CREͱͯ͠͸ɺࣗ਎΋೔ʑͷ໰͍߹ΘͤରԠΛͭͭ͠

    গͣͭ͠࢓૊Έͷ੔උ΍վળΛ΍͍ͬͯΔ

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  10. લఏ
    ϩάϥεͰ͸ɺ


    • ໰͍߹Θͤνέοτ؅ཧ


    • αϙʔταΠτ


    ʹZendeskΛ࢖༻͍ͯ͠·͢

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  11. ΍ͬͨ͜ͱ1


    αϙʔτͷۀ຿ΛυΩϡϝϯτԽ͢Δ

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  12. ԿΛ΍͔ͬͨ
    • αϙʔτ͕΍Δ΂͖͜ͱΛ

    ʮԿΛ΍Δ͔ʯʮ͍ͭ΍Δ͔ʯݴޠԽ


    • ͳΜͱͳ͘ख͕ۭ͍ͨͱ͖ʹ΍͍ͬͯͨ
    ͜ͱ΋ɺλΠϛϯάΛ໌ࣔతʹܾΊΔ͜
    ͱͰۀ຿ͷʮϦζϜʯ͕ੜ·Εͨ


    • ಉظͰ΍ΔΑ͏ʹͳͬͯ҉໧஌ͷڞ༗΋
    Ͱ͖ͨ

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  13. ΍ͬͨ͜ͱ2


    ໰͍߹Θͤ಺༰Λ෼ੳՄೳʹ͢Δ

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  14. Looker StudioͰߏஙͨ͠μογϡϘʔυ

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  15. ԿΛ΍͔ͬͨ
    • ໰͍߹Θͤ݅਺ͷਪҠ΍

    ΧςΰϦ͝ͱͷׂ߹ͳͲΛՄࢹԽͰ͖Δ

    μογϡϘʔυΛߏங


    • GoogleެࣜͷΞυΦϯ͕͋ͬͨͷͰ

    ؆୯ʹͰ͖ͨ


    • Q. Zendesk ExploreʢμογϡϘʔυػೳʣ

    Ͱ͍͍ͷͰ͸ʁ


    • →ܖ໿தͷϓϥϯͩͱΧελϚΠζͰ͖ͳͯ͘...

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  16. ࠓޙ΍Γ͍ͨ 💪
    • ΑΓߴ౓ͳ෼ੳΛ͍͖͍ͯͨ͠


    • ໰͍߹Θ͔ͤΒϓϩμΫτ΁ͷϑΟʔυόοΫʹͭͳ͕ΔΑ͏ʹ


    • ͲͷػೳͷͲ͏͍͏ૢ࡞Ͱ໰͍߹Θ͕ͤଟ͍


    • ໰͍߹Θ͔ͤΒސ٬ͷ৴པੑ޲্ʹͭͳ͕ΔΑ͏ʹ


    • ձࣾ͝ͱͷ໰͍߹Θͤ਺ͷਪҠ


    • ͲΕ͘Β͍໰͍߹Θͤདྷ͍ͯΔͱྑ͍ʗѱ͍ͷʁ

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  17. ΍ͬͨ͜ͱ3


    ໰͍߹Θ͔ͤΒ


    FAQهࣄ࡞੒ʹͭͳ͛Δ

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  18. ԿΛ΍͔ͬͨ
    • ঃʑʹʮ໰͍߹ΘͤࣗମΛݮΒ͢ʯऔΓ૊Έʹணख


    • ࣭໰ʹճ౴ͯ͠ऴΘΓɺͰ͸ͳ͘

    ͳΔ΂͘FAQهࣄʹͯ͠ྨࣅͷ໰͍߹Θͤ͸Ϣʔβʔ͕ࣗݾղܾͰ͖
    ΔΑ͏ʹ


    • ໰͍߹ΘͤରԠʙFAQԽର৅ϐοΫΞοϓʙFAQࣥචɾެ։

    ͕ճΔϑϩʔΛ੔͑Δ

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  19. ެ։͞ΕͨهࣄɺϨϏϡʔ଴ͪهࣄΛ


    ि࣍ͰνΣοΫ
    ࠓ͸۪௚ʹ


    NotionͷDBʹஷΊ͍ͯΔ

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  20. ࠓޙ΍Γ͍ͨ 💪
    • FAQ͕૿͑Δˠ৘ใ͕ཚࡶʹͳΓɺ໨తͷهࣄʹͨͲΓ͚ͭͳ͘ͳΔ
    ϦεΫ😫


    • αϙʔταΠτશମͷߏ੒Λݟ௚͠


    • Ͳ͏͍͏ଐੑͷهࣄ͕Ͳ͏഑ஔ͞Ε͍ͯΔͱྑ͍͔


    • ͋ΘͤͯɺαϙʔταΠτͷΞΫηε෼ੳ΋΍Γ͍ͨ


    • Α͘ݕࡧ͞ΕΔ͚Ͳίϯςϯπͱͯ͠ෆ଍͍ͯ͠Δ΋ͷ͸Կ͔ʁͳͲ
    αϙʔταΠτʹ͸


    FAQ͚ͩͰͳ͘


    ૢ࡞ϚχϡΞϧͳͲ΋͋Γ·͢

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  21. ΍ͬͨ͜ͱ4


    LLMʢେن໛ݴޠϞσϧʣͰ


    αϙʔταΠτͷهࣄ͔Β


    ໰͍߹Θͤͷճ౴Λࣗಈੜ੒͢Δ


    ʢWIPʣ

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  22. ԿΛ΍͍ͬͨͯΔ͔
    • ໰͍߹ΘͤରԠʹLLMΛ׆༻Ͱ͖ͳ͍ͩΖ͏͔ʁ͔Βੜ·ΕͨΞΠ
    σΟΞ


    • αϙʔταΠτهࣄΛ֎෦σʔλιʔεͱͯ͠ɺ໰͍߹Θͤʹର͠

    ֎෦σʔλιʔεͷ৘ใ͚ͩͰճ౴จΛ࡞੒͢Δ


    • ฐࣾLLMνʔϜ͕࣮ݧతʹ࡞ͬͨ΋ͷΛҾ͖ܧ͍ͩ

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  23. ͘͠Έ
    LlamaIndex
    IndexϑΝΠϧ
    1. αϙʔταΠτ͔ΒهࣄΛऔಘ
    2. index࡞੒
    ϩʔΧϧPC


    ʢεΫϦϓτԽ͍ͯ͠Δʣ 3. indexϑΝΠϧΛS3ʹอଘ
    IndexϑΝΠϧ

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  24. ͘͠Έ
    2. IndexϑΝΠϧऔಘ
    IndexϑΝΠϧ
    + ໰͍߹Θͤจ
    4. ճ౴
    1. ໰͍߹Θͤ಺༰͕Slackʹ௨஌͞Ε
    Lambdaىಈ
    5. ճ౴จΛpost
    3. Indexͱ໰͍߹ΘͤจΛΫΤϦ

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  25. ࣌ؒ͋Ε͹DEMO

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  26. ·ͱΊ
    • ৼΓฦΔͱɺ͜͏͍ͬͨ؍఺Λେࣄʹ͍ͯͨ͠


    • ۀ຿ͷʮܕʯΛ࡞ΔɺଐਓੑΛഉআ͢Δ


    • ໰͍߹ΘͤΛଧͪฦ͢ͱ͍͏ʮकΓʯͷۀ຿͔Βʮ߈Ίʯʹస͡Δ


    • ٕज़Ͱੜ࢈ੑΛ্͛Δ


    • αϙʔτۀ຿͸ΤϯδχΞϦϯάͰͰ͖Δ͜ͱ͕ͨ͘͞Μ͋Γͦ͏ͩͱ͍
    ͏ؾ͖ͮ


    • FAQ΋LLMʹੜ੒ͯ͠΄͍͠ͳʙͱ͔

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  27. ·ͱΊ
    • αϙʔτʹݶΒͣɺCSͱΤϯδχΞ͕ಉ͡νʔϜͰಈ͘͜ͱͷՁ஋Λײ͡Δ


    • औΕΔબ୒ࢶͷ෯͕޿͕ͬͨΓɺվળ΍ԾઆݕূͷαΠΫϧ͕ૣ͘ճͤΔ


    • ҰํCREͱͯ͠͸ΧελϚʔαϙʔτҎ֎ʹ΋΍Γ͍ͨ͜ͱ͕ͨ͘͞Μ


    • ࠓ೔͸৮ΕΒΕͳ͔͚ͬͨͲސ٬ͷར༻ঢ়گσʔλ෼ੳͱ͔


    • ϓϩμΫτνʔϜʹدͬͨ׆ಈ΋૿΍͍ͨ͠


    • CREΛ૿΍ͯ͠νʔϜͱͯ͠औΓ૊ΜͰ͍͖͍ͨɻͱ͍͏͜ͱͰ

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  28. We Are Hiringʂ
    • ೋਓ໨CREΛ੾࣮ʹ୳͍ͯ͠·͢ʂ

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