TOKIUM Launches "AI agentic BPO," a New Business Where AI Performs Operations on Behalf of Companies

TOKIUM Inc., a provider of AI accounting agents, announced the launch of its new "AI agentic BPO" business, where AI agents and dedicated operators will perform corporate tasks on behalf of clients.

The service consists of two phases: an initial "AX (AI Transformation) Deployment" phase, which redesigns company-specific business flows into a format suitable for AI processing, and an "AX Delivery" operational phase, where AI agents and dedicated operators execute the redesigned tasks daily. This provides an end-to-end solution from redesigning for AI-native operations to ongoing execution.

To support this initiative, TOKIUM is establishing a new dedicated team under executive management and ramping up hiring for Account Executives and Claude Code Engineers.

■ Background
Japan's BPO market is valued at approximately ¥5 trillion, with non-IT BPO accounting for about ¥2 trillion (FY2024, Yano Research Institute). However, the industry faces challenges from labor shortages and rising wages.
Combining its SaaS platform used by over 3,000 companies, practical knowledge from its own BPO delivery operations, and recent advancements in AI agent technology, TOKIUM aims to establish a new BPO model where "an AI agent directly operates the client's systems and delivers the results."

■ Service Overview
"AI agentic BPO" comprises "AX Deployment" and "AX Delivery."
- AX Deployment: Visualizes and structures complex workflows, implicit rules, and manual cross-system tasks, redesigning them for efficient AI processing. It shifts from a model where humans work with system support to an AI-native process where AI works with human assistance, and humans handle only exceptions.
- AX Delivery: AI agents and dedicated operators execute the redesigned workflow. The AI autonomously handles not just routine tasks but also situational judgments, exception detection, and continuous learning. Cases the AI cannot handle are managed by TOKIUM's operators. The AI agent delivers the final output, eliminating the need for clients to operate the systems themselves.

■ Features
- End-to-end service, from redesigning workflows to be AI-native to executing them.
- AI agents can perform data entry, verification, and processing on clients' existing core systems and spreadsheets. This eliminates migration costs and operational disruption.
- An early adopter company anticipates that AI will automate 99.4% of over 2,000 monthly invoice verifications, reducing business costs to 1/2 to 1/3 of traditional BPO levels.
- Physical tasks and exception handling that AI cannot manage are covered by TOKIUM's dedicated staff. After launch, a specialized team, including Claude Code engineers, will continuously tune the AI agent's instructions, expand its scope, and improve its accuracy.