#Japan #Kyoto #AI service #Iwata #Sleep Concierge

Introduction of IWATA's AI Sleep Concierge

IWATA Co., based in Kyoto, Japan, has unveiled a revolutionary AI chat service titled "IWATA Sleep Concierge," aimed at offering around-the-clock assistance for sleep and bedding-related issues. This service is designed to cater to customers' inquiries in multiple languages, specifically Japanese, English, and Chinese, thereby streamlining the process of selecting bedding, maintenance tips, and enhancing sleep environments. It effectively replaces the conventional roles fulfilled by in-store staff and customer service representatives.

The Need for AI Support

Every day, IWATA receives a myriad of inquiries from customers who wish to understand their options for bedding materials, care instructions, and ways to improve their sleep environments. The questions often range from product specifications to advice on sleep issues and bedroom ambiance. Previously, such questions were addressed individually by experienced staff members, including skilled salespeople and sleep improvement instructors.

However, various issues have been identified:

• - High Inquiry Volume during Peak Times: Increased demand during holidays or busy seasons often leads to delays in phone and email communication.
• - Limited Support Hours: Customers seeking help outside of regular business hours or in different time zones often find it difficult to receive timely responses.
• - Language Barriers: Providing thorough explanations to foreign customers can require extra time, making it hard to convey specialized information effectively.

Additionally, valuable insights and feedback obtained from daily customer interactions often remain siloed with individual staff members, hindering overall company performance improvement and product enhancements. These challenges are not unique to IWATA but resonate across many small to medium-sized enterprises requiring expert insights for customer support.

What is the IWATA Sleep Concierge?

The "IWATA Sleep Concierge" is an AI-driven consultation service that leverages IWATA's extensive expertise in sleep and bedding. It provides personalized responses based on each customer’s unique situation. Here are its key features:

• - Accessibility: Users can seek advice anytime, from smartphones or PCs.
• - In-Store Usage: In physical stores, customers can also interact with the AI using tablets alongside staff assistance.
• - Multilingual Interaction: The AI chat supports conversations in Japanese, English, and Chinese.

By integrating AI capabilities, IWATA aims to enhance the customer experience by making expert knowledge accessible at any moment, thereby allowing customers to receive the guidance they need when they need it.

Benefits for Customers

1. 24/7 Access to Consultation

No matter the time of day, customers can pose their concerns and receive immediate support, alleviating the stress of waiting for business hours or being unable to call during busy times.

2. Multilingual Support

Not just catering to Japanese customers, the service is also intended to assist international visitors and residents, allowing them to communicate in their preferred language. In-store, AI support ensures seamless service even without a multilingual staff member available.

3. Simplified Expert Advice

The AI effectively translates complex, specialized topics related to sleep into easy-to-understand language, informing customers about bedding types, selection based on seasons, material differences, and ultimately supporting them in making optimal choices.

4. Continuous Partnership Post-Purchase

The service provides not only pre-purchase advice but also guidance on care techniques and maintenance of bedding products, such as cleaning methods for down comforters and pillows. This ensures customers have support for the long-term use of their products.

5. Integrated AI and Human Experience

The AI handles the initial inquiries by carefully assessing the customer’s needs and suggesting relevant information. In instances where more detailed advice is warranted, it seamlessly directs the conversation to a human specialist in the store.

Implementation in Physical Stores

IWATA plans to use tablet devices in its stores to facilitate customer interactions with the Sleep Concierge. This includes:

• - New customers can engage with the AI to analyze their sleeping habits.
• - Based on the AI's insights, staff will assist in testing suitable bedding options.
• - After purchase, customers can continue accessing the same AI for maintenance advice from home.

Thus, the collaboration between AI and store specialists offers comprehensive sleep support. This is especially valuable for foreign customers, who can converse in their language while trying out bedding products on-site.

Participation in the GENIAC Contest

The IWATA Sleep Concierge is also part of IWATA's application for the "GENIAC Prize" administered by the New Energy and Industrial Technology Development Organization (NEDO), aiming to boost productivity in customer service for small to medium enterprises through AI technology.

IWATA hopes to serve as a model for enhancing customer experiences in the bedding industry while creating a replicable framework for other sectors facing comparable challenges.

Company Information

Company Name: IWATA Co., Ltd.
Location: 701-2, Osakazaimokucho, Nakagyo Ward, Kyoto City, 604-8102, Japan
Phone: 075-211-8321
Fax: 075-211-7537
Website: IWATA Online

IWATA is committed to developing bedding solutions that account for Japan's seasonal variations, ensuring customers achieve healthy sleep year-round. Their design ethos emphasizes authenticity and sustainability, underpinned by numerous patents and a commitment to high-quality, eco-friendly production practices. IWATA actively works to minimize environmental impact through sustainable manufacturing, utilizing natural materials, long-life designs, maintenance programs, and recycling initiatives.