AI Native Case Study #1: Rakuten

👏 Rakuten’s journey demonstrates how generative AI can empower businesses while keeping user trust at the forefront.

🌟 Background
Rakuten Group engages over 1.8 billion members globally across its 70+ online services in e-commerce, fintech, and communications.

🏔️ Challenge
With vast amounts of transactional and internal data, Rakuten faced challenges in leveraging this data effectively for customer engagement.

💡 Solution
In partnership with OpenAI, Rakuten employed GPT-3.5 and advanced AI techniques including Code Interpreter and RAG to extract and utilize insights from complex, unstructured data.

🚀 Benefit
Rakuten’s innovative solutions have led to significant outcomes:
📈 Reduced customer service response times from days to almost instant replies.
✔️ Enabled extraction of key topics from user reviews, enhancing user experience.
💡Provided actionable insights to B2B clients, improving market analysis and sales trend capabilities.

📊 Evaluation
Ethical AI: (9/10) Rakuten prioritizes security and privacy, aligning well with ethical AI principles.
AI Native: (8/10) Rakuten integrates AI deeply into its operations, enhancing customer engagement and service efficiency.
Application Modernization: (7/10) Utilization of modern AI tools and techniques indicates a strong effort towards application modernization.

Statement:
1) This case is sourced from OpenAI’s official website, linked to https://openai.com/index/rakuten/.
2) Evaluation results are generated by AI, lack of data support, reference learning only.

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