#Japan #Tokyo #AI Agent #Salesforce #Circlace

Circlace Unveils AI Agent BPO Service 'AIO'

In a significant move to bolster digital solutions that drive corporate growth, Circlace Inc., headquartered in Tokyo, has made a strategic decision to utilize Salesforce's AI agent, Agentforce, as part of its new AI Agent BPO service, 'AIO' (Artificial Intelligence Business Process Outsourcing). This collaboration with Pasona aims to deliver specific solutions that focus on reducing initial investments, enhancing operational efficiency, and ultimately improving customer satisfaction.

Understanding AIO

AIO stands for AI BPO, which leverages AI agents for outsourced business processes. The future of BPO services is evolving with the integration of AI agents, necessitating a transformation in business processes. To facilitate this shift, it is imperative for experts with practical knowledge of business operations to work alongside AI agent technologists in designing these processes effectively.

Rationale Behind Utilizing Salesforce's Agentforce

Circlace boasts a robust portfolio of experience in developing cloud-based customer relationship management software, specifically with Salesforce. With the upcoming release of their 'Salesforce Generative AI & Salesforce Data Cloud PoC Support Package Service' in May 2024, Circlace has accumulated extensive knowledge regarding Salesforce's AI technology. By effectively leveraging Agentforce, Circlace aims to minimize development costs while swiftly addressing customer challenges, setting the stage for unprecedented efficiency in operations.

Value Propositions of the Service

Circlace believes that by implementing this service, clients will benefit from several clear and tangible advantages:

1. Rapid and Accurate Customer Interactions: The collaboration between AI and human support enhances customer engagement, averting issues related to personnel dependency and filling gaps stemming from workforce shortages.

2. Cost-Effectiveness via Salesforce: Utilizing the Salesforce platform allows for reduced initial investments while fostering effective operational efficiencies.

3. Expertise in Autonomous AI Operations: Circlace plans to accumulate industry-specific operations know-how, establishing the foundation for leading-edge automated contact centers.

Through optimal utilization of human capital, this service supports sustained corporate growth while promoting digital transformation (DX). With the growing workforce challenges, AI is ready to provide substantial support to various industries, ensuring high-quality contact center operations and addressing widespread societal issues. The innovative fusion of Pasona's BPO expertise and Circlace's advanced autonomous AI technology promises to revolutionize conventional BPO services, thus creating newfound value.

Future Prospects

Circlace is set to expand its services focusing primarily on sectors where customer support quality directly influences business outcomes, including finance, manufacturing, and retail. By harnessing data and insights acquired through this collaboration, Circlace intends to drive the development of more sophisticated and effective business automation solutions. This initiative will not only enhance productivity but also contribute to addressing the structural challenges faced by Japan’s labor market.

About Circlace

Founded in 2012 as a joint venture between Pasona Group and Tquila Ltd. in London, Circlace changed its name in July 2020 and has since made significant strides, including a listing on the Tokyo Stock Exchange's Growth Market in April 2022. Circlace continually strives to offer innovative and practical solutions aimed at achieving clients' DX and customer success goals by leveraging proprietary SaaS products and major cloud solutions such as Salesforce.

Company Information:

• - Name: Circlace Inc. (サークレイス株式会社)
• - Address: Urban Net Nihonbashi 2-1-3, 6F, Chuo-ku, Tokyo
• - Established: November 1, 2012
• - Capital: 400 million yen (as of March 31, 2025)
• - CEO: Scott Sato, Chairman and President

Business Areas:

• - Consulting related to DX
• - Consulting for business improvement using ICT
• - Development and sales of proprietary SaaS products (AGAVE)
• - Comprehensive one-stop services for Cloud solutions implementation, development, and operation support, including platforms like Salesforce and ServiceNow.