Unicharm has drawn attention for its notable achievements in leveraging its proprietary generative AI for employees, “UniChat,” to improve the efficiency of its legal department. This initiative serves as a prime example of how advancements in AI technology can contribute to optimizing corporate operations and strengthening interdepartmental collaboration. In this article, we will explore this development and delve into its future implications.
Challenges in the Legal Department and AI-Driven Solutions
Unicharm’s legal department faced a significant workload, handling approximately 100 basic inquiries per person monthly, requiring 17 hours of labor. To address this, Unicharm introduced AI-driven efficiency measures starting in December 2023. Following a proof of concept (PoC) utilizing Google Cloud’s technology, the accuracy of AI responses reached 90%, drastically reducing the time needed for inquiry handling.
A notable aspect of this initiative is that AI not only achieved operational efficiency but also fostered collaboration between the legal department and the IT systems department. Together, they improved data organization and the user interface, enhancing both AI performance and the overall user experience.
Expansion Across the Organization: Challenges and Progress
Building on this success, Unicharm is now extending the use of AI to other departments. For instance, the intellectual property department is automating tasks such as summarizing patent office data and generating reports, demonstrating how AI can elevate the sophistication of operations. Additionally, the implementation of a cross-departmental chat interface has increased user convenience, with UniChat’s utilization rate rising by 1.3 times.
However, scaling AI adoption company-wide presents several anticipated challenges, including:
- Data Quality and Management
Ensuring the consistency and accuracy of data used across departments.
- User Training
Providing employees with training to effectively utilize the new tools.
- Risk Management
Addressing risks associated with AI generating incorrect responses and establishing appropriate correction mechanisms.
Success Factors and Insights for Other Companies
Key factors contributing to Unicharm’s success include:
- Complementing its small IT systems department with expert external partners (BrainPad) for specialized support.
- Thoroughly understanding the specific challenges of each department and customizing AI solutions accordingly.
- Focusing on user interface improvements alongside AI implementation.
These insights provide valuable lessons for other companies considering AI adoption. Leveraging external expertise while building internal systems for data management and operational processes is essential for success.
Future Expectations and the Potential of Generative AI
Unicharm’s case illustrates that generative AI is not merely a tool for operational efficiency but has the potential to transform corporate culture and work styles. Future developments could include:
- Enhanced Interdepartmental Collaboration
AI fostering information sharing across departments to support company-wide decision-making.
- Advanced Analytical Capabilities
AI providing strategic insights based on accumulated data.
- Employee Skill Development
Creating an environment where employees can focus on more creative and strategic tasks through AI utilization.
In this way, generative AI is evolving from a “tool for efficiency” into a “partner for realizing new ways of working.” Other companies can draw inspiration from Unicharm’s success and explore the possibilities of AI implementation within their organizations.
