May 26, 2017
XYMAX Corporation
XYMAX started using AI and LINE (chat app) in its Facility Management Services
XYMAX Corporation (head office: Minato-ku, Tokyo; Representative Director: Masafumi Shimada)("XYMAX") started using artificial intelligence (AI) and "LINE", a mobile chat application widelyused in Japan, in its call center service. This service is part of the building maintenance services(facility management) which XYMAX is providing under the service contracts awarded by retailers
and other business operators having two or more locations ("multi-store operators").
In this service, the multi-store operator's store staff can use the chat app to request a repair andfee quote, and share the repair progress on the app. It can reduce the workload of the store staff
because it allows the store staff and the call center staff to communicate more easily andaccurately. The content of the communication is analyzed by AI to determine the area whichneeds to be repaired and the urgency level so that we can provide a prompt response to thestore staff.
A prompt response is important because facility troubles are not only inconvenient for theshoppers but also a loss of business opportunity for the store. The communication between thestore staff and XYMAX's call center staff was a problem because store staff did not necessarily
have the knowledge of the buildings and facilities; describing the situation on the phone wasdifficult and it took time. XYMAX's new call center service allows the store staff to report thesituation by using the chat app, and the posted pictures and text are analyzed with AI torecognize where the repair is needed and decide whether it is urgent.
XYMAX thinks that this service can reduce the workload of the store staff, and the store staff canconcentrate on their core business such as selling the goods or providing services. We are going
to increase the number of users of this service in addition to the several multi-store operators weare already providing this service.

Service Overview

Problem with facilities in the store
Phone (until now)

• Store staff was not familiar with the facilities.

LINE (new service)• Store staff can communicate by• It was difficult for the store staff to explainchoosing one of the multiple choices onon the phone where the failure occurred andLINE.

how the situation was.
Communication was time consuming.

• Store staff can take pictures and sendthem. Easy to show the place andsituation of the failure.
Easy and accurate repair request canbe possible.

Service Details• How to start the service
Complete the initial setting on LINE by just registering the store's phone number and staff'sname. After that, the staff can make a request without completing something else.

• Screen images

Request a repair and fee

Most of theestimate, check thecommunications can beprogress of ongoing repair,done by selecting theetc.

multiple choices on theLINE screen.

AI analyses theuploaded pictures andtext and recognizes thearea which needs to berepaired and judges
whether urgent repair isneeded.

XYMAX will keep introducing IT and other technologies in facility management services, as
we presented in this release, and also in other building maintenance services and improve
our service level.

For further information, please contact the Overseas Business Department ofXYMAX Corporation (Phone +81-3-5544-6840).