Company Introduction

Include Co., Ltd. operates over 20 locations nationwide under the name "NeuroRework," providing employment transition support and self-reliance training services for people with mental health issues and illnesses. The company's main users are those on leave or unemployed, and the service provides support for reintegration into society and employment. In addition to providing attentive support and running a reassuring facility, the company also focuses on disseminating information on YouTube and other platforms, providing support that is sensitive to the hearts of its users. By placing emphasis on the "quality of support" and actively incorporating digital tools, the company aims to combine welfare and technology.

Issues before introducing generative AI

While management was very interested in and eager to implement generative AI, there were several challenges to its practical application in the field. First, even though tools like Google Workspace and Gemini were readily available, the company lacked the know-how and training necessary to use them to improve business operations. Another issue was the gap between information about the latest AI technology and how it was actually used in the field.

In particular, there was no system in place to improve not only AI knowledge but also "literacy" to correctly evaluate and utilize output results, and a major issue was that practical use of AI had not taken root across the company.

Effects after training using generative AI

The implementation of generative AI training led to a rapid increase in its use within the company. Employees who learned how to design prompts and use Gemini in a concrete way began to apply it to their daily work, resulting in improved work efficiency. Record-keeping and portal article creation, in particular, can now be completed in less than half the time it previously took.
In addition, by using Google Apps Script (GAS) to build a system that links Gemini with Google Slides, it became possible to automatically generate editable materials, significantly reducing the effort required to create them. This pioneering initiative spread throughout the company from the employee who drove it, and is now being used in many departments.

The introduction of generative AI has also resulted in a noticeable reduction in the workload on the front lines. In the welfare industry, where limited staff must support many users, tasks other than support, especially record-keeping, have become a significant burden. Examples include creating minutes, summarizing support content, and organizing and entering support records. The introduction of AI has made these tasks more efficient, and it is becoming clearer which tasks no longer need to be done. As a result, this has led to the creation of time that can be devoted to supporting users and to planning and creating new content, which is generating a synergistic effect of improving productivity and the quality of user support.

Future outlook

Going forward, we plan to expand this knowledge to employees who have not taken AI training, and raise literacy levels across the company.

We place particular emphasis on the ability to independently judge the quality of output and verify its accuracy and validity, rather than simply accepting generated text and materials. This is a more important skill than simply learning how to use AI; it is "AI literacy," or the ability to master AI, and needs to be improved throughout the organization. An increasing number of employees understand the importance of this literacy and are demonstrating exemplary use of it. In addition to using Gemini and GAS, they have made it a habit to carefully check the accuracy and structure of AI-generated materials and texts and make any necessary corrections. They are also making a positive impact within the company as exemplary AI users.

This ability to utilize AI from the perspective of "ensuring the quality of deliverables" is exactly what we aim for in terms of improving literacy and using AI correctly. Based on this, we will further deepen the fusion of worksites and technology and pursue new forms of employment support.