Komehyo, a major player in the reuse industry, introduces AI agent "Channel Talk" for customer understanding on its official online shop

Channel Corporation, which develops the AI agent "Channel Talk" for customer understanding, implemented by over 230,000 companies globally, has begun providing "Channel Talk" on the official online shop (https://komehyo.jp/) of Komehyo Co., Ltd. (Headquarters: Nagoya City, Aichi Prefecture, hereinafter referred to as "Komehyo"), a major player in the reuse industry dealing in pre-owned and new jewelry, precious metals, watches, bags, apparel, kimonos, cameras, and musical instruments.

Through this implementation, Komehyo will establish a consultation service available 24/7 by utilizing "Customer Service Chat" and "AI Agent ALF," supporting the creation of a customer experience that meets the needs of customers who "want to consult casually" regarding high-value and diverse reuse merchandise.

* Komehyo Co., Ltd. is a core company of Komehyo Holdings, which has the No. 1 sales revenue in the "Brand and Jewelry" division. (From Reuse Market Data Book 2025)

Background of Implementation

Challenge of "ease of consultation" despite overwhelming site sessions

As the largest company in the domestic reuse industry, Komehyo handles a wide range of products including pre-owned and new jewelry, precious metals, watches, bags, apparel, kimonos, cameras, and musical instruments. With the expansion of the reuse market, access to the official online shop continues to increase, resulting in an overwhelming number of site sessions.

On the other hand, the number of consultations from customers through existing chat tools was not necessarily high relative to the scale of site traffic, leading to the consideration that "ease of consultation" from the customer's perspective might not have been sufficiently ensured.

Furthermore, several issues had become apparent within Komehyo:

1 The inquiry contact point was difficult to find, and the atmosphere for customers to consult casually was not sufficient.

2 Inquiries during nighttime, which is the core time for web usage, could not be fully handled.

3 Securing sufficient staff to handle the increasing number of inquiries was not always stable.

Therefore, with the policy of creating an environment where human staff can concentrate on inquiries that require their expertise by automating initial responses with AI, the decision was made to implement "Channel Talk" with the focus on "necessity for enhancing customer experience."

Expected Effects of Channel Talk Implementation

1 Establishment of a consultation service that maximizes touchpoints with potential customers 24/7, 365 days a year

By utilizing the AI agent "ALF," a consultation service available 24/7, 365 days a year, including nighttime and holidays which were not previously covered, will be established. This will maximize touchpoints with potential customers by responding to their "desire to know now" regardless of peak web hours.

2 Prevention of customer churn through immediate and consistent initial responses

Immediate and consistent initial responses by AI will prevent customer churn and smoothly guide them to the optimal service or product. A system will be built to respond to the needs of "wanting to consult casually" for high-value and diverse reuse merchandise without making customers wait.

3 Standardization of response quality through AI assistance and enhanced responsiveness to diverse customers

By utilizing the AI assist function, it will be possible to create responses in text and language tailored to the customer's attributes and inquiry content. This will create an environment where even less experienced staff can provide high-quality responses to various types of customers.

4 Enhanced response to inquiries from overseas customers

Demand from overseas is also expanding in the reuse market. Since the implementation of Channel Talk, there has been a positive response to inquiries from overseas customers, which were not initially anticipated, and this has begun to show effects in service utilization.

5 Main functions planned for use

Customer Service Chat: An online customer service window that allows for casual consultations on the website.

AI Agent "ALF": Automated responses and initial response automation 24/7, 365 days a year.

CRM Marketing Function: Personalized distribution and customer service utilizing customer data.

Comments from Komehyo Representative

Mr. Ryuji Tsuruta, Deputy Manager, Customer Success Department, Komehyo Co., Ltd.

We decided to implement this because we believe that by using an AI chat, we can establish a service window that is available 24/7, 365 days a year, and maximize touchpoints with potential customers. We expect to prevent customer churn through immediate and consistent initial responses and smoothly guide them to the optimal service. Furthermore, by utilizing AI assist, we can create messages in text and language tailored to the customer, enabling even less experienced staff to approach various types of customers. Inquiries from overseas customers, which were not initially anticipated, have also been very well received and have significantly led to service utilization.

Comments from Channel Corporation Representative

Mr. Ryo Mabuchi, Field Sales, Channel Corporation

I felt that the philosophy of "for the customer" is deeply ingrained in Mr. Tsuruta and the entire Komehyo Customer Success Department, and this attitude is highly compatible with Channel Talk. With the primary objective of improving customer experience, they have established a window where customers can easily consult with staff, while also achieving immediate resolution of questions through 24-hour AI support. Channel Talk will continue to evolve to support Komehyo in enabling customers to shop at Komehyo more comfortably!

About "Channel Talk," an AI Agent for Customer Understanding

"Channel Talk" is an AI customer communication tool equipped with the necessary functions for communication, such as AI chat, AI phone, and CRM functions for customer understanding. It is used in areas of customer support such as EC (retail), BtoB SaaS, and government, and has been implemented by over 230,000 companies globally.

Service URL: https://channel.io/ja

About Komehyo Co., Ltd.

To realize the vision of "Relay Use from Philosophy to Culture," we operate reuse sales and purchase stores nationwide. We provide uniquely sourced products to the market with credibility by carefully performing authenticity checks and quality checks, as well as product maintenance, using specialized appraisers and reuse tech such as AI.

【Company Profile】

Company Name: Komehyo Co., Ltd.

Representative: Yuya Yamauchi, President and Representative Director

Head Office Location: 3-25-31 Osu, Naka-ku, Nagoya City, Aichi Prefecture

URL: https://komehyo.co.jp

About Channel Corporation

With the mission of "Solving communication problems between companies and customers," we provide the AI communication tool "Channel Talk." We currently have offices in Japan (Tokyo), South Korea (Seoul), and the United States (Chicago), and operate globally.

Company Name: Channel Corporation

Address: Hanzomon PREX North 13F, 2-3-2 Kojimachi, Chiyoda-ku, Tokyo

Representative Director CEO: Jae Yong Choi

Established: January 10, 2014

URL: https://channel.io/ja/team

Inquiries Regarding This Matter

Channel Corporation Public Relations

Email: [email protected]