What is the adoption status of AI inquiry response systems?

Approximately 80% of surveyed companies have already implemented AI systems, and including those in the pilot phase, over 90% are positively engaged in AI utilization.

What are the main objectives for companies considering AI implementation?

The most common objective is 'reducing the workload of operators and staff' (52.7%), followed by 'addressing labor shortages' (48.7%), and 'improving customer and employee convenience' (42.8%).

What is the standardization status of inquiry response operations?

Only 27.4% of companies have clearly standardized their operational workflows, while about 70% rely on individual discretion and personal judgment.

What are the reasons for AI implementation projects stalling?

Projects may stall when there is insufficient rule establishment and data organization at the operational level before implementation, leading to suboptimal results.

Can you provide an overview of this survey?

The survey was conducted using PRIZMA from May 11 to 12, 2026, targeting 1,002 individuals involved in inquiry management in companies with over 100 employees.

[AI in Customer Support] Is Success All About 'Preparation'? The Barriers of Dependency and Data Organization

Published May 28, 2026 11:00 AM ・ Updated Jun 14, 2026 6:32 AM ・ 4 min read ・ Source: PR TIMES

Foonz surveyed 1,002 professionals at companies with over 100 employees regarding 'prerequisites for AI inquiry handling.' While adoption is high (over 90%), 70% identify challenges in standardization and reducing dependency on individual staff, highlighting that data preparation is key to actual results.

Foonz, Inc. (Location: Nishi-ku, Yokohama, Kanagawa; CEO: Junichi Hoshino) conducted a survey on "prerequisites for implementing AI in customer inquiry handling," targeting 1,002 professionals and managers involved in customer support, call center operations, DX promotion, and IT departments in companies with 100+ employees.

As the digitalization of customer touchpoints accelerates, more companies are adopting AI for customer support. Teams struggling with labor shortages and diverse customer needs look to AI for automation and efficiency.

However, many report that implementation does not always yield expected results or that projects stall. How many companies have the "operational foundation" required for AI to truly function?

Survey Overview: - Period: May 11, 2026 – May 12, 2026 - Method: Internet survey via PRIZMA - Sample: 1,002 professionals in companies with 100+ employees involved in inquiry handling operations.

Limited Implementation is Most Common When asked about the current status of AI implementation, 33.8% said they have fully implemented it across the company, while 46.3% have implemented it in limited departments or operations. Over 80% are already using AI, and when adding those in verification phases, over 90% are actively involved. Limited implementation is the most common, suggesting companies are expanding use in stages.

Main Purpose of AI Implementation "Reducing workload for operators" (52.7%) was the top goal, followed by "resolving labor shortages" (48.7%) and "improving convenience for customers and employees" (42.8%).

Status of Data and Organization Regarding standardization, only 27.4% have clearly established and standardized workflows and manuals. 50.3% reported partial standardization but still rely on individual discretion, while 18.8% admitted to relying heavily on individual experience and skills (dependency on specific employees). 3.5% said their processes were hardly standardized at all.

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Source: PR TIMES
Category: Survey

[AI in Customer Support] Is Success All About 'Preparation'? The Barriers of Dependency and Data Organization

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