Eclect Exhibits and Presents at Gartner Application Innovation & Business Solutions Summit 2026

Eclect Inc. (Headquarters: Setagaya-ku, Tokyo; President and CEO: Masahiro Tsujimoto; hereinafter referred to as Eclect) exhibited at the "Gartner Application Innovation & Business Solutions Summit 2026" hosted by Gartner Japan Ltd., held from June 17 (Wed) to 18 (Thu), 2026 (Venue: The Westin Tokyo).

This event is a conference that brings together IT leaders and business executives from domestic and international enterprise companies, focusing on application strategy, digital transformation, and AI utilization. In addition to our booth exhibition, we held a theater session by Yudai Komiyama, Head of the Fin Business Division, where we introduced the future of customer touchpoints transformed by AI agents.

Eclect Presentation Session

From 'Customer Support' to 'Customer Experience' – Transforming Customer Touchpoints with AI Agents

In the presentation, we explained the evolving role of customer support due to the advancement of AI agents. Challenges such as 24/7 availability and cost reduction can already be addressed by AI agents. The crucial aspect is what comes next: utilizing AI not merely as a tool to handle inquiries, but as an entity that designs new customer experiences in coexistence with humans.

We also touched upon the organizational structure. With the introduction of AI agents, the role of supervisors will shift from managing human operators to becoming AI specialists responsible for instructing and improving AI agents. Customer support will transform from its position as a call center to a starting point for business growth through customer experience.

As a use case, we presented the case of EventHub Inc. They began operations just one month after implementing Fin and have since established a system where 50-60% of inquiries can be resolved by AI.

Exhibition Booth

Growing Interest in AI Agents Revealed Through Visitor Feedback

During the event, our booth showcased solutions for enhancing customer support and improving customer experience (CX) through AI agents. Visitors were primarily IT leaders and business executives from enterprise companies, and many engaged in discussions with a deep understanding of our solutions, leading to high-quality information exchange. Visitors expressed interest in the following topics:

Differences between AI agents and traditional chatbots

Efficiency improvement in inquiry handling using AI

AI utilization in enterprise environments

Latest trends in AI utilization for customer touchpoints

Furthermore, through information exchange with representatives from a wide range of departments, including DX promotion and business reform departments, in addition to customer support, we confirmed that interest in AI agent utilization is spreading throughout companies. Notably, many visitors showed needs for internal help desk applications, indicating that the scope of Fin AI Agent's utilization is expanding beyond customer support.

Market Changes Revealed Through the Event

This event demonstrated that AI utilization in companies is expanding from operational efficiency to initiatives supporting customer experience improvement and business growth. In particular, there is growing interest in AI agents that handle multiple business processes and customer touchpoints, rather than chatbots that simply automate simple inquiry responses. Demand for AI agent utilization is also increasing not only in customer support but also in the internal help desk domain. The role companies expect from AI is shifting from merely "reducing the number of inquiries" to "improving customer satisfaction" and "providing continuous customer experiences." We will continue to quickly grasp these evolving market needs and support companies in creating next-generation customer touchpoints using AI.

Future Outlook

Eclect has over 1,800 Zendesk implementation support cases and is focusing on supporting the implementation and utilization of the AI agent "Fin." We will continue to support companies in improving customer experience and transforming operations by incorporating the latest technologies and market trends.

[Event Presentation Materials Available for Free Download]

We are offering a special free distribution of "From 'Customer Support' to 'Customer Experience' – Transforming Customer Touchpoints with AI Agents," which received a strong response at this event, to companies considering AI agent implementation and all readers of this article.

Download Materials for Free

About Fin, Inc.

Fin is an AI customer agent that helps companies deliver superior customer experiences across the entire customer journey, including support, sales, and e-commerce. Based on its proprietary AI model, Fin is the highest-performing AI agent on the market today, delivering high-quality responses and advanced inquiry handling. It can also be used seamlessly across all channels. Founded in 2011 (formerly Intercom), Fin has been implemented by 30,000 companies worldwide, and Fin AI Agent is utilized by 8,000 companies globally. URL: https://fin.ai/

About Eclect Inc.

Eclect is a CX solutions company. Leveraging insights and know-how from over 800 extensive support cases, we provide comprehensive services that lead to improved CX and EX. We boast the No. 1 APAC implementation record for the communication platform 'Zendesk,' and offer total support from system design to implementation and operation, including integration development with various external systems such as AWS and various AI engines.

Established: December 2017

President and CEO: Masahiro Tsujimoto

Location: Bell Shimokitazawa 3F, 2-36-9 Kitazawa, Setagaya-ku, Tokyo

Business Activities: CX solution provision / Implementation consulting / Application development

URL: https://eclect.co.jp/

*Company names, service names, etc. mentioned in this release are registered trademarks of their respective companies. *Information in this release is current as of the date of announcement. Please note that it may differ from the latest information.