#Japan #Tokyo #Customer Support #AI Chatbot #MISUMI

MISUMI Integrates Generative AI for Customer Inquiries

On August 26, 2025, MISUMI Group, headquartered in Chiyoda, Tokyo, will officially introduce a generative AI chatbot on the MISUMI EC site for handling customer inquiries. This advancement is aimed at significantly streamlining technical support and customer service related to over 30 million products.

The newly implemented AI chatbot boasts two main functions: offering technical support for product specifications and selection consultations, as well as processing customer service inquiries regarding order cancellations, modifications, and returns. With the implementation of this AI-powered solution, the average response time will be reduced by an astounding 97 to 98%, providing customers with a swift and hassle-free experience when seeking necessary information.

Background

MISUMI specializes in parts used in automated systems and equipment, and any delays in product availability can severely disrupt production processes. With around 100,000 technical inquiries per year, there is a pressing need for efficient communication. Previously, customers faced cumbersome processes with long wait times for obtaining answers, often leading to lost productivity within the value chain.

Customers expressed frustrations with limited operator availability, asking, "Why is every inquiry so tedious?" and "Can I contact support after business hours?" They also found it overwhelming to sort through excessive information available via general web searches. To tackle these issues, MISUMI decided to implement an AI chatbot that offers immediate, precise responses based on its comprehensive product database while also facilitating customer service tailored to specific orders.

Features of the AI Chatbot

Technical Support Queries (Launching Nov 2024)

With more than 30 million products in its inventory, covering both MISUMI and other brand offerings, MISUMI recognized the limitations of existing FAQ systems that couldn’t address every customer question. On average, customers waited about an hour (3600 seconds) for operator responses to their queries via phone, email, or through inquiry forms.

The AI chatbot streamlines this process by enabling customers to ask questions via chat, allowing a dedicated information-gathering AI to search the internal database, pulling from historical inquiries, product specifications, and catalogs to provide accurate answers.

• - Improvement: The new average response time will be reduced to 40 seconds (a 98% decrease).
• - Access the Site: MISUMI AI Chatbot

Customer Service Inquiries (Official Launch on Aug 26, 2025)

Inquiries regarding cancellations, modifications, and returns post-purchase can be complex, as requirements differ based on product and order status. Previously, phone inquiries were hindered by long wait times, with an average completion time of about 321 seconds.

The AI chatbot facilitates real-time determination of whether a cancellation or modification is feasible and offers necessary guidance. Future expansions will aim to include delivery timelines and shipping status features directly within the chat interface.

• - Improvement: The average response time will be reduced to just 10 seconds (a 97% decrease).

How to Use the AI Chatbot

To access the AI Chatbot, navigate to the right end of the MISUMI EC site’s homepage and select "Questions & Feedback." Note that account registration is required to use the service, but it is also available through the web inquiry form.

About MISUMI

With their unique business model combining a manufacturer’s capabilities and distributor functionalities, MISUMI sells machine components, tools, and consumables to over 323,000 global companies as of March 2025. The company aims to offer reliable and timely deliveries that enhance customer convenience, thereby contributing to improved productivity across industries.

For media inquiries, please contact:
MISUMI Group Headquarters Corporate Relations Room
Kono
Email: [email protected]
Tel: 03-6777-7502