How AI is Transforming Customer Service in Japan's Labor-Shortage Crisis

The Rise of AI in Customer Service

A range of Japanese companies have recently begun using artificial intelligence to fill necessary customer service roles, showcasing its proficiency in handling complex situations amidst a labor shortage in the country.

Innovations in the Automotive Sector

Ridgelinez Ltd., a subsidiary of Fujitsu Ltd., alongside Autobacs Seven Co., initiated trials in August with an AI assistant named "Rachel." This AI can recommend products based on the type of service required, specific car models, and available stock, thereby easing the workload of car salespeople who need extensive knowledge about various car parts.

Photo shows AI assistant "Rachel" on a monitor in Tokyo on Aug. 19, 2024. (Kyodo)

According to a Ridgelinez official, "Humans are still needed for replacing parts, but AI assists by recommending products, allowing humans to focus on more advanced tasks."

Multilingual AI Assistance

Oki Electric Industry Co. and Kyushu Railway Co. have also begun testing a trilingual AI assistant that communicates in Japanese, English, and Chinese. This AI helps passengers navigate station maps and assists with transfers, enhancing the overall travel experience.

Training the Next Generation

A Tokyo-based startup, Sapeet Co., has developed an AI designed for training staff in customer service. This AI was implemented in a jewelry store in July and demonstrates the skills of high-performing salespeople in customer interactions, effectively simulating conversations for staff training.