#Japan #AI Technology #Tokyo #Customer Support #Autify

Autify’s Recognition at the 2026 Customer Support Awards

Autify, a leading company in quality assurance automation, has garnered significant accolades at the 2026 Customer Support Awards, organized by the Japan IT Association. The company was awarded a Special Award for Digital Utilization, acknowledging its creative efforts in enhancing customer support through the integration of artificial intelligence.

The 2026 awards honored 24 companies that contributed positively to customer strategies and the advancement of customer support in Japan. Autify’s customer support team was recognized for their initiative titled "Harnessing the Combined Power of Humans and AI for Scalable Support Systems". This initiative was particularly focused on constructing support systems during the launch phase of their innovative product, Autify Nexus.

Evaluation Criteria and Achievements

The evaluation committee highlighted the importance of human involvement in knowledge sharing and quality control while maximizing AI for immediate responsiveness and scalability. Autify distinguished itself by establishing a synergistic operational model where humans and AI complemented each other, particularly evident during the dynamic circumstances of introducing a new product to the market.

Facing the challenges of supporting their newly released product, Autify Nexus, which incorporates natural language processing for test step creation and AI-driven scenario adjustments, the company needed to ensure high-quality support without expanding their staffing. This was critical as they experienced an increase in inquiries about complex technical topics that required expansive expertise.

Three Key Initiatives

To address these challenges, Autify’s customer support team devised three main strategies:

1. Systematizing Knowledge Accumulation: The team created a system where knowledge could be stored and shared effectively. By utilizing platforms like Slack and tagging during inquiry handling, AI was able to organize and summarize information into Notion, allowing for easier access and reusability instead of depending solely on individual experiences.

2. Semi-Automating Help Article Creation: By utilizing GitHub PR (pull request) data, Autify streamlined the creation of help articles through a semi-automated process harnessing AI. This rapid adaptation allowed changes made by developers to be swiftly reflected in customer-facing documentation in multiple languages.

3. Early Adoption of Generative AI Agents: The integration of "Intercom Fin" allowed the team to monitor and refine responses daily, improving accuracy and quality consistently while handling customer inquiries.

Proven Results

Autify Nexus faced an uphill battle in its initial stages, launching without a solid self-service mechanism. However, after just one month of introducing AI agents, the platform enabled 50.7% of inquiries to be resolved through self-service. This success continued with an average resolution rate of 47.7%, despite the volume of inquiries nearly doubling following the product release.

Additionally, the time taken to create new help articles was drastically reduced from 60 minutes to just 15 minutes, leading to a tripling of article releases from 15 to 45 within three months. These metrics have been validated by the Japan IT Association as part of their award criteria, demonstrating the impactful practices Autify has implemented.

A Message from Autify’s Support Team

In light of this recognition, Autify’s support team expressed immense gratitude for being chosen for the Special Award for Digital Utilization in the 2026 Customer Support Awards. They extend heartfelt thanks to the selection committee and the loyal customers who have continuously supported Autify’s products.

The team highlighted their proactive strategies utilizing AI to create a responsive support system that meets growing demands without increasing personnel, ensuring efficient service and quality support. The award reflects the collective effort and commitment to excellence within the team.

Looking ahead, Autify aims to further enhance their rapid issue resolution processes through AI, striving to be a reliable partner for their customers, ensuring a safe and user-friendly environment for all who engage with their products.

About Autify

Autify, headquartered in Chuo-ku, Tokyo, is pioneering the Quality Assurance AI Transformation, aiming to revolutionize software quality assurance through collaboration between QA professionals and AI. Their services include the flagship managed service "Autify AI Coworker," an integrated management platform for test automation called "Autify Nexus," and a test case generation platform known as "Autify Genesis." By consistently innovating, Autify is helping businesses transition to new QA paradigms in the age of AI.

For more information, visit the official site.

Company Overview

• - Company Name: Autify Inc. (Japan Branch)
• - Location: 2-chome-22-1, 6F, Cross C East Nihonbashi Building, Chuo City, Tokyo, 103-0004
• - CEO: Yoshiyoshi Chikazawa
• - Established: February 3, 2017
• - Business: Development and sales of AI-based software development and testing support platform "Autify"
• - Website: Autify

Contact for Inquiries

• - Press Contact Email: [email protected]