[AI in Customer Support] Is Success All About 'Preparation'? The Barriers of Dependency and Data Organization
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.
📋 Article Processing Timeline
- 📰 Published: May 28, 2026 at 11:00
- 🔍 Collected: June 1, 2026 at 01:30 (86h 30m after Published)
- 🤖 AI Analyzed: June 1, 2026 at 23:07 (21h 37m after Collected)
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.
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.
FAQ
AI問い合わせ対応システムの導入状況は？
調査対象企業の約8割がすでに導入済みで、実証実験中を含めると9割以上がAI活用に前向きに取り組んでいます。
企業がAI導入を検討する主な目的は何ですか？
「オペレーター・担当者の業務負荷の軽減」（52.7％）が最多で、次いで「人手不足の解消」（48.7％）、「顧客・社員の利便性向上」（42.8％）となっています。
問い合わせ対応業務の標準化状況は？
業務フローが明確に標準化されている企業は27.4％にとどまり、全体の約7割が属人化や個人の裁量に依存している状況です。
AI導入プロジェクトが停滞する要因は？
現場の土台となるルール化やデータ整理が不十分なまま導入を進めることで、思うような成果が出ないケースが見られます。
今回の調査概要を教えてください。
2026年5月11日から12日にかけて、PRIZMAを用いたインターネット調査により、従業員100名以上の企業で問い合わせ業務に関与する1,002名を対象に実施されました。