AI Handles 70% of Inquiries──Eclect Participates in 'Future of Customer Service 2026', Sharing the Forefront of AI Utilization
Eclect Inc. participated as a support partner in the Intercom-hosted event 'Future of Customer Service 2026'. They shared their expertise in integrating Intercom's AI agent 'Fin' into complex workflows, advocating for a future where AI and humans collaborate as colleagues to elevate CX.
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- 📰 Published: April 8, 2026 at 19:00
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Eclect Inc. (Headquarters: Setagaya-ku, Tokyo, President & CEO: Masahiro Tsujimoto, hereinafter 'Eclect') announced its participation as a support partner in the event 'Future of Customer Service 2026', hosted by Intercom, Inc. (Headquarters: San Francisco, California, USA, Chairman & CEO: Eoghan McCabe, hereinafter 'Intercom'). The event was held in Shinagawa, Tokyo, on Tuesday, March 3, 2026.
This event was organized as a user community gathering for companies currently using or considering the adoption of Intercom, to share use cases and the latest trends aimed at improving CX (Customer Experience).
Background and Overview of Event Participation
In recent years, as investment in the customer support area accelerates for the purposes of advancing customer touchpoints and improving operational efficiency, this event was planned as a venue for companies to share real-world use cases and learn practical AI utilization. It was a highly enthusiastic event, attended by many companies, primarily representatives from customer support and CX promotion departments.
The Event Flow
1. Opening
The Co-creation of 'Fin', Adopted by 8,000 Companies Worldwide, and Intercom's 'Rising Star Partner' Eclect
The event kicked off with opening remarks by Intercom Japan Partnership Manager, Ms. Natsune Otsuki.
It was shared that Intercom's AI agent 'Fin' has been deployed by over 8,000 companies globally, achieving high resolution rates, and that these adopting companies include AI firms like Anthropic.
Subsequently, as the company that received the 'Rising Star Partner of the Year' award—given to the global partner of Intercom that has grown the fastest in the shortest period—we were given the opportunity to introduce our initiatives.
By combining its own insights and know-how derived from an extensive track record of supporting over 800 companies with Intercom's latest technology, Eclect provides support for operations and AI utilization optimized for high response quality and complex business workflows.
Takehiro Komiyama of Eclect shared that while the company is expanding its business domestically and internationally centered on CX solutions, it has also been focusing on AI-driven BPaaS in recent years. In addition, he presented the concept of viewing AI not merely as a tool, but as a 'colleague', evolving customer service through collaboration with humans.
2. Session by Mr. Declan Ivory, VP of Customer Support at Intercom
This event was organized as a user community gathering for companies currently using or considering the adoption of Intercom, to share use cases and the latest trends aimed at improving CX (Customer Experience).
Background and Overview of Event Participation
In recent years, as investment in the customer support area accelerates for the purposes of advancing customer touchpoints and improving operational efficiency, this event was planned as a venue for companies to share real-world use cases and learn practical AI utilization. It was a highly enthusiastic event, attended by many companies, primarily representatives from customer support and CX promotion departments.
The Event Flow
1. Opening
The Co-creation of 'Fin', Adopted by 8,000 Companies Worldwide, and Intercom's 'Rising Star Partner' Eclect
The event kicked off with opening remarks by Intercom Japan Partnership Manager, Ms. Natsune Otsuki.
It was shared that Intercom's AI agent 'Fin' has been deployed by over 8,000 companies globally, achieving high resolution rates, and that these adopting companies include AI firms like Anthropic.
Subsequently, as the company that received the 'Rising Star Partner of the Year' award—given to the global partner of Intercom that has grown the fastest in the shortest period—we were given the opportunity to introduce our initiatives.
By combining its own insights and know-how derived from an extensive track record of supporting over 800 companies with Intercom's latest technology, Eclect provides support for operations and AI utilization optimized for high response quality and complex business workflows.
Takehiro Komiyama of Eclect shared that while the company is expanding its business domestically and internationally centered on CX solutions, it has also been focusing on AI-driven BPaaS in recent years. In addition, he presented the concept of viewing AI not merely as a tool, but as a 'colleague', evolving customer service through collaboration with humans.
2. Session by Mr. Declan Ivory, VP of Customer Support at Intercom