Email handling time reduced by up to approximately 70%. Customer and three implementation partners to share what it took to bring AI into production.
Jurin AI Inc. (headquartered in Tokyo; Founder & CEO: Rise Ooi) has deployed its AI agents in production at Nishikawa Co., Ltd to support customer service operations.
On November 13, representatives from Nishikawa, Ai Robby Inc., Jurin AI, and AR Advanced Technology Co., Ltd. (ARI) will speak at the Call Center/CRM Demo & Conference 2026 in Tokyo. The four companies will share firsthand insights into the management decisions behind the deployment, the challenges of implementation, and the results achieved in day-to-day operations.
Nishikawa's goal is to let AI handle routine tasks so employees can focus on work that requires human attention, including customer service and product recommendations. The company moved into production approximately three months after deciding to implement AI.
Today, AI supports customer inquiries by phone and chat, as well as email response drafting. The chat service operates 24/7 and handles approximately 900 to 1,000 inquiries per month. Roughly 70% of AI-generated responses are ready to use as-is.
Two of the biggest challenges during implementation were improving response accuracy and making AI-powered voice interactions sound natural in Japanese. Nishikawa's employees participated directly in evaluating the system, while the four companies continuously refined its knowledge base and configurations. As a result, response accuracy improved from approximately 85% to 97%.
Voice interactions presented their own challenges. For example, the AI sometimes mistook "hai" ("yes"), a common Japanese acknowledgment during conversation, for an interruption. The team adjusted the conversation design to better reflect real-world interactions. Complex inquiries continue to be handled by human staff.
Nishikawa plans to expand its use of AI into B2B operations, including inventory availability and delivery inquiries from stores and retailers. The company will also share plans to use customer feedback collected through its support channels, known as Voice of Customer (VoC) data, to inform product development.
During the session, the companies will share demonstration videos of the live B2C customer support system, along with potential B2B applications and tools to assist frontline employees. These examples will illustrate how companies can determine which tasks to automate with AI and which should remain in human hands.
*Event details are accurate as of the publication date and are subject to change without notice.
*Company and product names may be trademarks or registered trademarks of their respective owners.
Jurin AI is building the AI Agent for high-performing enterprises. Our technology automates business communications (email, phone, messaging) and the workflows behind them for a better way to do business.
Within just one year of founding, we became one of the fastest growing startups globally. Jurin AI is a multinational corporation with presence in Japan, Korea, Singapore, United States of America, United Kingdom, India, Malaysia, Thailand, Indonesia, and more. Trusted by large Japanese enterprises every Tokyo resident relies on and respects, Jurin AI integrates seamlessly into existing tools and systems to execute tasks across 100+ languages, enabling teams to tackle labor shortage, focus on strategic, high-value activities, and finally unlock scale to grow the business by another 10x.
Media Contact
press@jurin.ai
