Ingage Inc., provider of the communication platform Re:latio with adoption by more than 6,000 companies including trial users, announced the release of a new “AI Search” feature for its FAQ function. The FAQ function is one of the features that supports “Com Asset,” a concept for turning knowledge gained through inquiry management into a corporate asset. The new feature significantly improves the convenience of publishing response knowledge accumulated daily in Re:latio as FAQ content. Based on findings from its survey on the adoption of FAQs and chatbots, the company aims to further contribute to operational efficiency and higher customer satisfaction. In recent years, expectations for self-service resolution through FAQs and chatbots have grown rapidly amid labor shortages and increasingly diverse customer support needs. However, while many companies are adopting these tools, a common issue has emerged: they do not always produce the expected results after implementation. According to Ingage’s survey, only about 20% of companies have introduced FAQs or chatbots. The top purpose for adoption was to reduce the workload of support staff, cited by 30% of respondents. Update frequency was a key divider in satisfaction: companies updating knowledge daily to weekly reached 90% satisfaction, while those updating monthly or less remained at 41%. The biggest operational bottleneck was a lack of resources, including personnel and time, cited by 28%. To address these challenges, Re:latio has released AI Search, which helps teams smoothly reflect their knowledge in FAQs and enables AI to derive the most suitable answer. When users perform keyword searches on an FAQ site, AI presents the optimal answer, reducing search friction and helping users immediately obtain the information they need. This is expected to greatly improve self-service resolution rates. Re:latio’s FAQ function uses the asset database created through daily inquiry handling, such as email, phone, and chat supp