First in Online Insurance! Launching a Voice Agent Service Dedicated to My Page Login Support

Mitsui Direct Insurance Co., Ltd. (President & CEO: Minako Sakuma / URL: https://www.mitsui-direct.co.jp/, hereinafter "the company"), part of the MS&AD Insurance Group, has introduced the voice agent "KARAKURI voice agent" developed by Karakuri Inc. (CEO: Shimon Oda). Starting April 2026, the company will launch a 24/7 AI-supported service for telephone inquiries regarding My Page logins, a first among online insurance providers (Note 1).

(Note 1) As of May 2026, based on the company's research.

1. Background

In response to the increasing number of inquiries about My Page logins, the company has introduced a voice agent (*) to resolve customer issues at any time, regardless of the hour, building a highly convenient support system capable of round-the-clock responses.

(*) The system recognizes customer intents and questions from spoken input, enabling AI to respond automatically in natural language with accurate answers and guidance.

2. Usage Scenario

3. Service Scope and Key Features

For telephone inquiries about My Page logins, the AI will guide customers through necessary setup and operation procedures while confirming their individual situations. To ensure accuracy in responses, a management oversight system is also in place. For complex inquiries or cases requiring specialized support, the system will seamlessly transfer to human operators (*), ensuring an appropriate division of roles between AI and human agents.

(*) Human operator support is limited to customer center business hours.

4. Future Outlook

Moving forward, the company will continue leveraging digital technologies to realize insurance services that are easy to access, easy to understand, and easy to use for all customers.

For corporate information, please visit the following URLs:

Mitsui Direct Insurance Co., Ltd. https://www.mitsui-direct.co.jp/

Karakuri Inc. https://about.karakuri.ai/

Mitsui Direct Insurance Co., Ltd.

Mitsui Direct Insurance Co., Ltd. plans to change its corporate name to "Sumitomo Mitsui Marine Direct Insurance Co., Ltd." in April 2027.

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