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AI Market Conference 2026: Streamlining Customer Support with AI Agents and Kintone

The upcoming AI Market Conference 2026, scheduled for January 28, promises to be one of the largest domestic AI gatherings. Hosted by BizTech, a company specializing in AI concierge services, the event will feature a key presentation by Mr. Nozomi Kono from Kobe Digital Lab. His session, titled "How to Make Customer Inquiry Processes Easier for Both Clients and Staff: Achieving Dual Goals with AI Agents and Kintone," aims to spotlight the importance of AI in enhancing customer support.

The Need for Unified QA Responses

In today's fast-paced business environment, companies face the challenge of providing uniform quality assurance (QA) responses across different queries. Disparities in responses can arise from interpretation errors, miscommunication, and delays in addressing customer inquiries. These inconsistencies lead to frustration for both customers and staff. To tackle these issues, AI agents have emerged as viable solutions that can enhance the QA process by providing consistent, accurate responses based on comprehensive data sets.

Role of AI Agents

AI agents excel in understanding the intent behind questions, referencing a multitude of resources like logs, FAQs, and operation manuals to construct detailed and relevant answers. Furthermore, these agents can perform advanced tasks, such as categorizing inquiries and updating knowledge bases in ways that traditional FAQs and chatbots cannot. This level of capability complements the existing frameworks, allowing companies to improve their information dissemination significantly.

Comprehensive Approach Required

However, merely introducing AI agents into the workflow isn’t sufficient. A thorough re-evaluation of information architecture and business processes is essential for optimizing QA support operations. This entails refining reference data and workflows, essentially restructuring the operational framework to ensure the practical effectiveness of AI solutions.

Insights from Kobe Digital Lab

During the presentation, Mr. Kono will share specific case studies illustrating how Kobe Digital Lab has effectively integrated AI agents with Kintone to address real-world queries. Attendees will gain valuable insights into design strategies and potential pitfalls when implementing such systems. The focus will be on how to reduce the inquiry burden on customers - “customer-friendliness”, while also solving issues related to staff overload and inefficiency -