LINE WORKS AiCall Achieves #1 Market Share in Voice-Based Automated Dialogue Systems

LINE WORKS Co., Ltd. (Headquarters: Shibuya-ku, Tokyo; President and Representative Director: Takeshi Shimaoka), a provider of the 'LINE WORKS' business communication tool and various AI products, announced that its 'LINE WORKS AiCall' voice-responsive AI service has achieved the #1 market share in the voice-based category (FY2024 results) according to the 'Status and Outlook of the Automated Dialogue System Market 2026 Edition' report published by Deloitte Tohmatsu MIC Research Institute.

Source: Deloitte Tohmatsu MIC Research Institute, 'Status and Outlook of the Automated Dialogue System Market 2026 Edition' (Published March 2026), Share in voice-based market (FY2024 results).

Background of Market Leadership

Driven by labor shortages and increased operational loads in call centers, along with rising interest in improving customer satisfaction through reduced waiting times and enhanced staff protection following the mandatory implementation of customer harassment countermeasures, the use of voice-based automated dialogue systems (voicebots) is expanding.

According to research by Deloitte Tohmatsu MIC Research Institute, the voice-based automated dialogue system market continues to grow steadily. The market size in FY2024 was approximately 4.98 billion yen, and it is projected to grow by 136.3% year-over-year in FY2025.

Looking ahead, the market is expected to shift toward 'task-completion' models, where procedures and tasks are finalized within the dialogue through integration with external systems, leading to more sophisticated and varied use cases.

Under these market conditions, LINE WORKS has been supporting the resolution of diverse customer issues through continuous functional expansion of 'LINE WORKS AiCall,' implementation and operation support, development of customer harassment countermeasures in collaboration with other companies, and enhanced integration with external services. Consequently, the service's high reliability and flexibility have been highly rated, contributing to this achievement.

About 'LINE WORKS AiCall'

'LINE WORKS AiCall' is a voice-responsive AI service that realizes natural dialogue by combining voice recognition, voice synthesis, and dialogue control technologies. By utilizing a proprietary AI model for high recognition accuracy and the know-how of scenario writers skilled in voice UI, it achieves an optimal user experience. It handles 30 million calls annually while maintaining a high completion rate, delivering stable performance records.

It is currently adopted by many leading Japanese enterprise companies, including those in finance (banking, securities, insurance), telecommunications, transportation, retail, and services, boasting extensive operation records in large-scale, high-load environments.

Future Outlook

LINE WORKS will continue to advance its voice AI technology and expand services. The company also aims to develop package solutions accessible to small and medium-sized businesses and promote further functional integration with external partners to help a broader range of customers resolve customer service challenges and support business growth.

Notice: Exhibition and Seminar at 'Call Center/CRM Demo & Conference 2026 in Osaka'

LINE WORKS will participate in the 'Call Center/CRM Demo & Conference 2026 in Osaka' to be held in Osaka on May 27th (Wed) and 28th (Thu). At the booth, the company will introduce 'LINE WORKS AiCall' through demonstrations, and Yoshihito Tamura, Manager of the Product Sales Division, will speak at the 'Case Study & Solution Seminar' on May 28th (Thu) at the same venue.