AI takes on customer service roles in Japan as labour shortages grow

Companies in Japan are increasingly turning to AI to manage customer service roles, addressing the country’s ongoing labour shortage. These AI systems are now being used for more complex tasks, assisting workers across various industries.

Ridgelinez Ltd, a Fujitsu subsidiary, and Autobacs Seven Co have launched trials for ‘Rachel,’ an AI assistant that recommends products based on customer needs, specific car models, and available stock. The system, developed by Tokyo-based Couger Inc, is designed to ease the burden on car sales staff, allowing them to focus on more specialised tasks while the AI handles routine queries.

In other sectors, Oki Electric Industry and Kyushu Railway have introduced a trilingual AI assistant capable of speaking Japanese, English, and Chinese. This system provides passengers with station maps and assists with transfer information. Meanwhile, Tokyo startup Sapeet Co has developed an AI system that simulates customer interactions for training staff at jewellery stores, helping to improve customer service skills.

These AI solutions are playing a key role in addressing the labour shortage, allowing human employees to focus on more advanced tasks while AI systems manage routine customer service functions.