AI & Software Work Automotive
PROJECT 01
AI-assisted customer support,
website development,
and analytics.
For an automotive business, we developed and implemented an AI-assisted customer support system integrated with LINE, a messaging app widely used in Japan. We continue to provide maintenance and operational support after launch.
We also design, build, and maintain websites for the business, including a custom site tailored to the U.S. market.
Separately, we design and implement website measurement using Google Tag Manager (GTM) and Google Analytics 4 (GA4), then validate and analyze the data collected.
OVERVIEW
Three areas of work,
each supported by the right system.
For customer support, we added automated AI responses, reply assistance, and conversation analytics to an existing LINE-based workflow.
For web development, we designed and built a custom website for the business’s U.S. market.
For website measurement and analytics, we implement tracking with GTM and GA4, then validate and analyze the data collected.
AI CUSTOMER SUPPORT
Adding AI responses
and reply assistance to LINE.
BACKGROUND
Before implementation, operators handled customer inquiries manually through LINE Official Account Manager, the administrative interface for business accounts on LINE.
We developed and implemented a customer support system that adds automated AI responses and AI-generated reply drafts to this workflow, with different processing based on business hours and the type of response required.
Different response workflows
for different times of day.
Outside business hours, the AI generates and sends a response automatically based on the inquiry.
During business hours, the AI prepares a reply draft. Operators can review and edit the draft before approving and sending it.
Operators can also write and send a response manually when the inquiry or situation requires it.
- 01Receive an inquiry through LINE
- 02Determine whether it is within business hours
- 03Send an automated AI response or prepare a reply draft
- 04Edit, approve, or send a manual reply as needed
- 05Store the conversation history
Key Functions
CONVERSATION ANALYTICS
Turn customer conversations
into reviewable data.
The customer support system retains the history of conversations conducted through LINE.
We built a process for collecting and organizing this data so that inquiry topics, patterns, and response activity can be reviewed and analyzed.
Rather than keeping conversations only as records, the data can also be used to better understand customer support activity.
Key Functions
MAINTENANCE & OPERATIONS
Supporting reliable use
after launch.
After implementation, we continue to provide maintenance and operational support so that the system can remain in day-to-day use.
We review its operation and provide the support needed to help keep it stable and available as part of the customer support workflow.
WEBSITE DEVELOPMENT
A custom website for the U.S. market,
designed and built from the ground up.
We built a custom website for the automotive business’s U.S. market, designed and implemented to its requirements.
Rather than adapting an off-the-shelf template, we designed the site architecture around its content, audience, and post-launch operation.
Designed around its purpose,
audience, and content.
We first defined the content, target users, and post-launch update workflow, then designed the site architecture and page layouts before implementing the site as a custom build.
The implementation considers performance, maintainability, ease of updates, and analytics, with users accessing the site from the United States in mind.
MAINTENANCE & OPERATIONS
Ongoing support
after launch.
After launch, we continue to support content updates, functional checks, and issue resolution to help keep the site reliable and up to date.
Key Work
WEBSITE MEASUREMENT & ANALYTICS
Measure and understand
how websites are used.
We design and implement measurement using Google Tag Manager (GTM) and GA4 on websites operated by the business.
Tracking is configured around relevant events and user activity, followed by validation to confirm that the expected data is being collected.
Capture the activity
that matters.
We identify the website activity and events that need to be measured, then configure the required tracking through Google Tag Manager.
The setup is connected to GA4, followed by validation for missing, duplicated, or incorrectly collected data.
Go beyond implementation
and examine the data.
After implementation, we review the data collected and analyze website usage, traffic sources, and user behavior.
The goal is not only to report page views, but to create a clearer picture of how the website is being used.
Key Work
WHAT THE WORK ENABLES
AI customer support, website development,
and analytics.
AI Customer Support
- Automated AI responses outside business hours
- AI-generated reply drafts during business hours
- Operator editing, approval, and manual messaging
- Integration between LINE and the operational system
- Retention of conversation histories
- Collection, organization, and analysis of support data
- Ongoing maintenance and operational support
Website Development & Operations
- Custom design and development of a website for the U.S. market
- Site architecture and page design
- Custom implementation around the requirements
- Post-launch content updates and maintenance
- Functional checks and issue resolution
Website Measurement & Analysis
- Measurement implementation using Google Tag Manager
- GA4 configuration and event tracking
- Validation of collected data
- Analysis of website usage
- Review of traffic sources and user behavior
Systems designed
around the work.
We design and build AI customer support, business systems, websites, data integrations, and analytics around each company’s workflows and objectives.