As Japan struggles with a labor shortage, various Japanese companies have recently begun leveraging artificial intelligence to fill necessary customer service roles, proving adept at even more complex situations.
Ridgelines, a subsidiary of Fujitsu, and a subsidiary of auto parts sales company Autobacs Seven began a joint demonstration experiment of the AI assistant “Rachel” in August. She can recommend products based on the type of service the customer needs, vehicle model, and inventory.
The AI, provided by Tokyo-based Cougar Co., Ltd., can help reduce the workload of car salespeople, who require a wide range of knowledge, as each car often requires specific parts.
The photo shows AI assistant “Rachel” on a monitor in Tokyo on August 19, 2024 (Kyodo News)
A Ridgelinez representative said, “Humans are still needed to replace parts, but AI can help by recommending products.” “Humans will be able to focus on higher-level tasks.”
Oki Electric Industry Co., Ltd. and Kyushu Railway Company have also begun testing a trilingual AI assistant that speaks Japanese, English, and Chinese to provide passengers with station maps and transfer information.
Tokyo-based startup Sapeet Co. has invented AI that can be used to train staff in customer service. It was introduced in jewelry stores in July.
Demonstrate the skills of a great salesperson in dealing with customers and imitate customer conversations for staff training.
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