The Future of Customer Support: Balancing AI and Human Interaction in Inquiry Responses
The Future of Customer Support: Balancing AI and Human Interaction in Inquiry Responses
Foonz Inc., located in Yokohama, Kanagawa, recently conducted a study focusing on the boundaries of tasks companies are willing to assign to AI versus human customer service representatives. The survey targeted officials involved in customer service, call center operations, digital transformation, and information systems from companies with more than 100 employees.
The Context Behind the Study
In recent times, companies have increasingly turned to automated systems such as voice AI and AI agents to improve customer service efficiency and address staff shortages. However, many still ponder whether all inquiry tasks can be fully delegated to AI.
Survey Overview:
- - Period: March 18-19, 2026
- - Method: Internet survey conducted by PRIZMA
- - Participants: 1,012 personnel from businesses with over 100 employees
- - Sponsor: Foonz Inc. (https://foonz.co.jp)
- - Monitoring Source: Sakurisa
Findings on AI Utilization in Customer Support
When asked,
Topics Consumer Technology）
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