51.7% of Customer Service and Counter Staff Report "No Harassment Countermeasures," Leading to Decreased Motivation in 43.5% and 28% Expressing Desire to Quit.

Channel Corporation, provider of the AI agent "ChannelTalk" for customer understanding, implemented in over 230,000 companies globally, conducted a survey on awareness regarding customer harassment (chassle) countermeasures and AI technology adoption among 497 workers engaged in customer service and counter operations.

Survey Result Highlights:

Discussions about mandatory chassle countermeasures by the government are intensifying, and ordinances to prevent chassle are being enacted by various local authorities, including Tokyo, rapidly expanding societal efforts to strengthen countermeasures. ChannelTalk, an AI agent for customer understanding that supports numerous customer interactions, primarily in online EC, emphasizes customer understanding and fan acquisition. However, it also believes that protecting the working environment of frontline staff is essential for building sustainable customer relationships and gaining customer insights. Therefore, this survey was conducted to reveal the reality faced by frontline workers and to serve as a catalyst for companies to implement appropriate chassle countermeasures and AI utilization.

51.7% of Responding Companies Have "No Specific Chassle Countermeasures."

The detrimental effects of insufficient countermeasures are severe. Particularly for email and CS counter staff, "decreased motivation (51.8%)" and "desire to quit (33.9%)" significantly exceeded the overall average.

Introduction of AI Chat (with filtering) Expected to Make 28.6% of Email/CS Counter Staff "Mentally Relieved" and Allow 32.1% to "Focus on Polite Customer Service."

Approximately 60% of non-face-to-face counter staff (email, CS, etc.) have high expectations that AI auto-replies will make "over 40% of their work easier."

Detailed Survey Results:

First, respondents were asked about "chassle countermeasures implemented by their company." This question used options recommended by Tokyo's Customer Harassment Prevention Measures Promotion Project. The most frequent answer was "none (51.7%)," revealing that over half of frontline operations are conducted without countermeasures. Implemented measures included "dissemination of basic policies internally and externally (27.4%)" and "creation and dissemination of chassle countermeasure manuals (24.9%)." Technical and environmental measures such as recording/video and AI systems accounted for less than 10%.

Next, regarding the "impact of the absence of chassle countermeasures," "decreased motivation (43.5%)" was the most common response, followed by "growing distrust in the company (organization) (31.8%)," "desire to quit (28%)," and "fear/increased anxiety about all customer interactions (27.4%)." The lack of appropriate measures is directly linked to increased turnover rates and worsening mental health.

Subsequently, expectations for changes in work when "AI chat (with initial response and complaint filtering functions)" is introduced were surveyed. The top response was "reduced frequency of direct emotional complaints, leading to mental relief" at 28%. This suggests that frontline staff strongly expect AI not only for task automation but also as a "mental shield" to protect them from malicious complaints.

Furthermore, 21.4% of email/inquiry form staff (approximately double the overall average) and 10.7% of call center/CS counter staff (approximately double the overall average) responded that "initial responses will be reduced, allowing them to focus on providing polite service to truly important customers," indicating that non-face-to-face counters have specific expectations for advanced customer service (focus on core tasks) through AI adoption.

Finally, when asked about the proportion of tasks that would become easier if AI chat handled auto-replies (or standard response blocks), 14.9% answered "about 40-60% (about half would become easier)," and when combined with "over 70% (most to almost all)," the total reached 26.3%.

This trend is more pronounced in non-face-to-face counters, with 21.6% of email/form staff (approximately double the overall average) answering "half of the work (40-60%) would become easier," and 14.3% of call center/CS counter staff (approximately 2.7 times the overall average) answering "most of the work (70-90%) would become easier." Replacing standard responses with AI is expected to significantly reduce the workload for non-face-to-face counters.

Delays in Chassle Countermeasures Lead to Decreased Employee Engagement and Desire to Quit

This survey revealed the serious reality that delays in chassle countermeasures in counter and customer service settings are directly causing decreased employee engagement and a desire to quit. Amidst growing public interest, such as the enactment of chassle prevention ordinances by various local governments, it is urgent for companies to implement measures to protect their frontline staff.

On the other hand, it was also found that frontline workers desire a future where they are protected from emotional attacks by AI (reduction of mental burden) and can focus on "providing polite service to truly important customers" with the time freed up.

ChannelTalk, the AI agent for customer understanding provided by Channel Corporation, is a service that allows customers to deliver/accumulate fact-based feedback to stores without feeling psychological burden, and it plays a role in protecting frontline members from unreasonable initial responses. Consider adopting an AI agent as a communication platform that correctly receives customers' "unspoken true feelings" and leads to operational improvements.

Survey Overview

Survey Theme: Awareness Survey on Customer Harassment (Chassle) Countermeasures and AI Technology Adoption

Survey Method: Internet Survey

Survey Period: June 18-22, 2026

Survey Target: 497 individuals (male and female) engaged in customer service, counter operations, customer support, etc.

Valid Responses: (Main place of operation: In-person stores/counters 67%, Phone/Email/Chat, etc. 29%, Other 4%)

*When using the survey results from this release, please be sure to cite "Survey by Channel Corporation."

About ChannelTalk, the AI Agent for Customer Understanding

ChannelTalk is an AI agent equipped with necessary communication functions, including AI chat, AI phone, and CRM functions for customer understanding. It is utilized in areas such as EC (retail), BtoB SaaS, and government customer support, and has been implemented in over 230,000 companies globally.

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

Channel Corporation Recruitment Information

Channel Corporation aims to increase productivity using AI and create an organization that focuses on human-centric work and solving essential customer issues with limited time. We are actively recruiting individuals who want to take on challenges in such an environment!

https://channel.io/ja/careers

Channel Corporation

With the mission to "solve communication problems between companies and customers," Channel Corporation provides the AI communication tool "ChannelTalk." Currently, we operate offices in Japan (Tokyo), South Korea (Seoul), and the United States (Chicago), expanding our business globally.

Company Name: Channel Corporation

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

CEO: Yo Tamagawa

Established: January 10, 2016

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