Mitsui Sumitomo Card Introduces Gen-AX AI Operator for Enhanced Customer Service

Mitsui Sumitomo Card Integrates Gen-AX's AI Operator

On December 3, 2025, Mitsui Sumitomo Card Co., Ltd. is set to revolutionize its customer service operations by integrating Gen-AX Inc.'s innovative AI operator, X-Ghost, into its contact center. This deployment marks a significant advancement in utilizing voice generation AI technology to manage inquiries efficiently and effectively.

Background for AI Operator Implementation

Mitsui Sumitomo Card, headquartered in Koto-ku, Tokyo, handles over 500,000 customer inquiries monthly related to card use. Ensuring stable service responses has been an ongoing challenge. To address this issue, they have partnered with Gen-AX to introduce an AI operator capable of providing 24/7 assistance to customers, ensuring a consistent and reliable handling of inquiries. This initiative is a key part of a comprehensive collaboration with SoftBank that began in May 2025, focusing on leveraging digital solutions for innovative business development.

Features of the AI Operator

The AI operator utilizes Gen-AX's self-thinking voice response solution, X-Ghost. With advanced Speech-to-Speech models, X-Ghost mitigates common issues such as information loss and latency, enabling a more human-like interaction. Additionally, it incorporates monitoring AI for risk assessment and safety protocols, ensuring secure operations round-the-clock. The system not only handles automatic responses but also integrates with internal APIs based on conversation context, enhancing the customer experience.

Unlike traditional menu-based systems, the AI operator engages in dialogue guided by customer inquiries, enabling seamless and natural responses to questions. The initial phase of implementation will initially focus on queries related to suspicious notifications pretending to be from physical card issuers. Further capabilities are planned for rollout by the end of the 2025 fiscal year, particularly addressing issues related to card usability. The operational scope will continue to expand, targeting to have the AI operator manage over half of the inquiries received by the contact center by the end of fiscal year 2028.

Future Aspirations

As the partnership with Gen-AX evolves, Mitsui Sumitomo Card aims to continuously build a contact center that provides tailored services to each customer, enhancing convenience and security. By harnessing Gen-AX's cutting-edge technology and expertise, the company is committed to delivering improved experiences that ensure customers feel connected and supported at all times.

About Gen-AX Inc.

Gen-AX Inc., located in Minato-ku, Tokyo, specializes in SaaS solutions and consulting services utilizing generative AI technology. Under the leadership of CEO Shinichiro Isago, the company operates exclusively under SoftBank's ownership.

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