Mobilus Achieves Number One Market Share in Chat Management with 'MOBI AGENT'
Mobilus Inc., headquartered in Shinagawa, Tokyo, has announced a significant achievement: its human chat system, 'MOBI AGENT,' has secured the number one market share in the chat management sector for contact centers, as reported by Fujitsu Chimera Research in their publication, "Future Outlooks for Operations and Outsourcing Evolving with AI/BPaaS" released on July 22, 2026.
In recent years, the expansion of AI-driven solutions, including generative AI, has fundamentally changed the way companies manage inquiries. While automated responses to frequently asked questions (FAQs) and initial interactions have advanced significantly, the necessity for human involvement in handling complex inquiries and addressing customer emotions has gained renewed focus. This has led to a paradigm shift where the collaboration between AI and humans is becoming standard. The smooth transition from AI handling to human support is now recognized as a vital component of customer experience (CX).
Driven by a comprehensive understanding of contact center operations, Mobilus has built features aimed at reducing the operational burden on agents and supervisors while enhancing response quality. This commitment has resulted in a remarkable utilization rate of 99% as of May 2026, demonstrating the reliability of the MOBI AGENT system in large-scale chat centers and financial institutions. Leveraging insights from real-world applications and solid track records, Mobilus is dedicated to further refine communication design that combines AI with human chat.
MOBI AGENT serves as a human chat system tailored for customer support within contact centers. It facilitates seamless transfer for customers who couldn't resolve their issues via chatbots or FAQs. Integrated capabilities with LINE's official account enhance convenience as customers transition smoothly from automated responses to human chat within their familiar environment.
Moreover, MOBI AGENT is equipped with numerous features aimed at supporting the operational needs of agents and supervisors. These include:
The system's security suite, 'Security Suite®, offers comprehensive security features designed to protect sensitive customer data, including:
By integrating with MOOA® (MooA), an operational support AI, and enhancing customer voice (VOC) analysis, the collaboration aims to streamline human response efficiency while ensuring consistent response quality.
As the significance of AI agents grows, Mobilus plans to continue promoting optimal customer experiences by utilizing the 'MOBI AGENT' to facilitate seamless hand-offs from AI to human support. Their mission, "Advancing CX for All Businesses," emphasizes creating an environment where agents can focus on delivering high-value services, enhancing both response quality and overall customer satisfaction in next-generation contact centers.
Mobilus Inc. specializes in proactively addressing customer challenges within client businesses, aiming to enhance customer experience (CX) branding design and improve corporate value and profitability. They develop and offer AI-powered operational support services like the MooA and various SaaS solutions, including human chat and voice bots, under the 'MOBI Series' umbrella, which has been implemented in over 500 companies to date. Through their CX-Branding Tech. Lab, Mobilus continues to push the boundaries of customer experience research and development, creating reports, hosting seminars, and conducting practical experiments to foster innovation and advancement in the field.
Current Trends in Customer Interactions
In recent years, the expansion of AI-driven solutions, including generative AI, has fundamentally changed the way companies manage inquiries. While automated responses to frequently asked questions (FAQs) and initial interactions have advanced significantly, the necessity for human involvement in handling complex inquiries and addressing customer emotions has gained renewed focus. This has led to a paradigm shift where the collaboration between AI and humans is becoming standard. The smooth transition from AI handling to human support is now recognized as a vital component of customer experience (CX).
Design Philosophy of MOBI AGENT
Driven by a comprehensive understanding of contact center operations, Mobilus has built features aimed at reducing the operational burden on agents and supervisors while enhancing response quality. This commitment has resulted in a remarkable utilization rate of 99% as of May 2026, demonstrating the reliability of the MOBI AGENT system in large-scale chat centers and financial institutions. Leveraging insights from real-world applications and solid track records, Mobilus is dedicated to further refine communication design that combines AI with human chat.
Features of MOBI AGENT
MOBI AGENT serves as a human chat system tailored for customer support within contact centers. It facilitates seamless transfer for customers who couldn't resolve their issues via chatbots or FAQs. Integrated capabilities with LINE's official account enhance convenience as customers transition smoothly from automated responses to human chat within their familiar environment.
Moreover, MOBI AGENT is equipped with numerous features aimed at supporting the operational needs of agents and supervisors. These include:
- - Reducing wait times for operators through simultaneous handling of multiple requests.
- - Suggesting potential response options and proofreading through proprietary AI.
- - Automated inquiry assignments, providing intuitive dashboards for monitoring operational status effectively.
Enhanced Security and Integration
The system's security suite, 'Security Suite®, offers comprehensive security features designed to protect sensitive customer data, including:
- - Secure Path®: Ensures safe handling of personal information as per PCI DSS standards.
- - Secure Alert®: Automatically detects and deletes personal information when necessary.
- - Secure MFA: Implements two-factor authentication to further protect sensitive data.
By integrating with MOOA® (MooA), an operational support AI, and enhancing customer voice (VOC) analysis, the collaboration aims to streamline human response efficiency while ensuring consistent response quality.
Looking Forward
As the significance of AI agents grows, Mobilus plans to continue promoting optimal customer experiences by utilizing the 'MOBI AGENT' to facilitate seamless hand-offs from AI to human support. Their mission, "Advancing CX for All Businesses," emphasizes creating an environment where agents can focus on delivering high-value services, enhancing both response quality and overall customer satisfaction in next-generation contact centers.
About Mobilus
Mobilus Inc. specializes in proactively addressing customer challenges within client businesses, aiming to enhance customer experience (CX) branding design and improve corporate value and profitability. They develop and offer AI-powered operational support services like the MooA and various SaaS solutions, including human chat and voice bots, under the 'MOBI Series' umbrella, which has been implemented in over 500 companies to date. Through their CX-Branding Tech. Lab, Mobilus continues to push the boundaries of customer experience research and development, creating reports, hosting seminars, and conducting practical experiments to foster innovation and advancement in the field.
Topics Consumer Technology）
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