When and how was the survey conducted?

The survey was conducted online via PRIZMA from March 18 to March 19, 2026, with 1,012 respondents.

What is the main concern highlighted by the survey's introduction?

The introduction highlights the increasing adoption of AI for customer support and the common dilemma faced by on-site staff regarding how much of the inquiry process can and should be automated by AI versus handled by humans.

What are the key questions the survey aimed to answer?

The survey aimed to determine the extent of tasks companies are willing to delegate to AI, identify tasks deemed essential for human intervention, and understand the ideal division of roles and conditions for switching to human support to maintain customer satisfaction.

[Survey] About 90% Respond That AI Inquiry Support Has Limits, Citing Human Intervention | The "Boundary Between Humans and AI" That the Front Lines Are Stepping Away From

Q: What was the purpose of the survey conducted by Foonz Inc.?

The survey aimed to understand the "boundary between tasks companies want to leave to AI and tasks they do not want to leave to AI" among companies implementing AI for customer inquiry support.

Q: Who was targeted in this survey?

The survey targeted managers and representatives involved in inquiry support for CS, call center operations, DX promotion, information systems, and business departments at companies with 100 or more employees.

Published Mar 30, 2026 10:00 PM ・ Updated Jun 2, 2026 1:01 PM ・ 5 min read ・ Source: PR TIMES

Foonz Inc. announced the results of a survey on the boundary between AI and human support in companies.

Foonz Inc. (Location: Yokohama City, Nishi Ward, Kanagawa Prefecture, Representative Director: Junichi Hoshino) conducted a survey targeting managers and representatives involved in inquiry support for CS, call center operations, DX promotion, information systems, and business departments at companies with 100 or more employees, regarding the "boundary between tasks companies want to leave to AI and tasks they do not want to leave to AI."

In recent years, the number of companies introducing automated response systems such as voice AI and AI agents has been increasing, aiming to improve the efficiency of customer support and alleviate labor shortages. However, many on-site staff may be struggling with the question, "Is it okay to leave all inquiry tasks to AI?"

So, to what extent do companies delegate to AI, and what kind of tasks do they judge should be "handled directly by humans"? Furthermore, what is the ideal division of roles for successful AI operation without lowering customer satisfaction, and under what conditions should the switch to human support be made?

Therefore, this time, Foonz Inc. (https://foonz.co.jp/) conducted a survey on the "boundary between tasks companies want to leave to AI and tasks they do not want to leave to AI" targeting managers and representatives involved in inquiry support for CS, call center operations, DX promotion, information systems, and business departments at companies with 100 or more employees.

Survey Overview: Survey on the "Boundary Between Tasks Companies Want to Leave to AI and Tasks They Do Not Want to Leave to AI" 【Survey Period】Wednesday, March 18, 2026 - Thursday, March 19, 2026 【Survey Method】Internet survey conducted by PRIZMA (https://www.prizma-link.com/press) 【Number of Respondents】1,012 people 【Survey Target】Monitors who responded that they belong to a company with 100 or more employees and are involved in inquiry support for CS, call center operations, DX promotion, information systems, or business departments at the time of the survey response. 【Survey Source】Foonz Inc. (https://foonz.co.jp/) 【Monitor Provider】Sakurisa

Report of this survey here

What is the #1 Expected Effect from Introducing AI Inquiry Support? <img src="https://prcdn.freetls.fastly.net/release_image/69749/22/69749-22-1214f3f61c0f5a989c6ad392a704f447-1920x1280.png?width=1950&height

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Source: PR TIMES
Category: News

[Survey] About 90% Respond That AI Inquiry Support Has Limits, Citing Human Intervention | The "Boundary Between Humans and AI" That the Front Lines Are Stepping Away From

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