Introducing GBase Support: AI Concierge Streamlining Customer Service in Retail Spaces

Revolutionizing Customer Support in Retail with GBase Support

Sparticle Inc., headquartered in Tokyo, has introduced an innovative AI customer support platform called GBase Support on March 6, 2026. This solution aims to reduce customer inquiry operations in department stores and large retail facilities by an impressive 70%. It equips venues with the ability to assist a diverse range of visitors, including international guests, in over ten languages in real-time.

Addressing Challenges in the Retail Sector

The retail industry in Japan is currently facing two significant challenges: a severe labor shortage and a surge in inbound travelers following the COVID-19 pandemic. An analysis of inquiries at information desks reveals that 75% of troubles encountered relate to typical questions about floor plans, store hours, restroom locations, and event information. While these queries could be completely managed by AI, the current human resources are being overburdened by these repetitive tasks.

Moreover, many large department stores have staff fluent only in English and Chinese, with languages such as Korean and those from Southeast Asia often requiring outsourced interpretation services. This reliance on external translation incurs costs of approximately 3.8 million yen annually and results in delayed responses of 30 seconds to a minute, hindering smooth customer interactions.

To combat these issues in a practical manner, GBase Support was developed.

Key Features of GBase Support

1. Interactive Floor Map

GBase Support provides real-time visual navigation, eliminating traditional text-based directions. Users can easily see routes from their current location to their destination, with options for elevator prioritization or barrier-free pathways. This feature allows for instantaneous answers to common questions such as "Where is Gucci?" or "Where is the nursing room?" Additionally, it reduces the costs associated with printing and distributing paper maps.

2. Real-time Multi-language Communication

With capabilities in over 10 languages including Japanese, English, Chinese, Korean, Thai, Vietnamese, and Indonesian, GBase Support enables immediate communication without the need for interpreters. This enhances service quality, particularly in establishments struggling to maintain multilingual staff to cater to international visitors.

3. 24/7 Availability

GBase Support is integrated with websites and official LINE accounts, automating responses to inquiries even outside of regular operating hours. Whether an incoming guest is planning shopping during their hotel stay or a local customer is reaching out after work, GBase Support ensures no opportunity is lost.

4. Real-time Information Updates

By linking with POS systems, GBase Support can provide real-time stock updates. It automatically crawls tenant websites and social media for the latest information on events and changes in operating hours, helping eliminate customer frustration from outdated information.

Target User Scenarios

- Department Stores and Large Retail Spaces

GBase Support automates tasks such as floor navigation, tenant searches, stock confirmation, and event notifications, allowing on-site staff to concentrate on complex inquiries and premium services.

- Complex Commercial Facilities (Shopping Malls)

Features like real-time availability of parking spaces, internal navigation aids, and lost-child or SOS alert functions enhance security and service for family visitors.

- Outlet Malls

In vast environments, GBase Support improves navigability for shoppers, assists international customers through multilingual support, and enhances foot traffic through automated coupon distribution.

Expected Outcomes from Implementation

In a significant case study on large commercial facilities in the Tokyo metropolitan area, totaling 100,000 square meters and about 200 stores, the results following GBase Support implementation were as follows:

- Inquiry responses at information desks: Reduced from 12,000 per month to 4,200, a 65% decrease.
- Customer satisfaction (NPS): Increased from +12 to +34, a 22 point rise.
- Dropout rate due to wait times: Dropped from 50% to 12%.
- Annual cost savings: Approximately 18.5 million yen through reduced personnel costs, interpretation fees, and recruitment/training expenses.

Future Developments

Looking forward, Sparticle plans to expand its framework library tailored to various industries while enhancing collaboration and development proposals with department stores and commercial facilities. GBase Support aims to integrate with inventory management systems, parking management systems, and event reservation platforms, further automating the customer journey from pre-visit search to in-store navigation, purchase decisions, and repeat visitation facilitation.

About GBase Support

GBase Support is a specialized AI customer support platform designed for department stores and commercial facilities. By generating advanced response models based on proprietary data, it ensures high-precision automation for both internal and external inquiries.

Key Features Summary:

- Interactive Floor Map: Visual route guidance from current location to destination.
- Multi-language Support: Instant responses without interpreters.
- 24/7 Automated Response: Handles inquiries outside of business hours.
- Real-time Stock Confirmation: Immediate answers regarding stock levels.
- Quick Setup: Implementable within one week without special hardware.

For more information, visit GBase Support Official Site.

Company Overview

Company Name: Sparticle Inc.
Location: 6-12 Nihonbashi Kodemma-cho, Chuo-ku, Tokyo, 3F Nihonbashi Mori Building
CEO: Tatsuya Kaneda
Business Activities: