MyTokkyo.Ai First Adopted in Patent Review Process for Response Optimization Technology for Customer Service Robots in Commercial Facilities

Legal Tech Co., Ltd. (Minato-ku, Tokyo; President and CEO: Tomoyuki Hirai) announced that its patent support AI platform, MyTokkyo.Ai, has been adopted for the first time in this field in a patent review process related to technology for optimizing the responses of customer service robots used in commercial facilities. In this case, MyTokkyo.Ai supported the organization of invention elements and the preparation of an invention proposal for patenting technology that optimizes robot responses based on store visit conditions and dialogue content, addressing the issue of customer service robots providing guidance that does not match visitors’ needs or situations. In recent years, commercial facilities and retail stores have increasingly introduced customer service robots to address labor shortages and improve operational efficiency. However, in actual store operations, robots have faced challenges in sufficiently understanding visitors’ situations and purposes, sometimes providing guidance that differs from the visitor’s intent. For example, robots may provide first-time visitor explanations to frequent customers, or prioritize campaign information for visitors who are looking for specific products. Such cases show the difficulty of delivering flexible customer service according to store visit conditions. Against this backdrop, the parties had been considering filing a patent application for response optimization technology that uses dialogue content and visit conditions from customer service robots to switch guidance content according to the situation. MyTokkyo.Ai was adopted in this case as a means of organizing research and development concepts into patent practice. The platform includes AI agents specialized in patent work. By inputting customer service flows, dialogue scenarios, and concepts for using customer attribute data, the AI can analyze the content and organize invention elements from the perspectives of “problem,” “solution,” and “technical effect.” The platform was particularly valued for its ability to support the organization of issues and the preparation of invention proposals for ideas conceived from on-site operational challenges, with patenting in mind. Using MyTokkyo.Ai, the following invention elements were organized in this case. Problem: Customer service robots were sometimes unable to sufficiently understand each visitor’s interests and situation, resulting in guidance that did not match the visitor’s purpose. Solution: A control method in which AI analyzes information such as visit time, past purchase history, and dialogue content with the customer service robot, then switches response content in real time according to the situation. Technical effect: Providing appropriate guidance for each visitor contributes to improved customer service satisfaction and promotes purchasing behavior. By organizing these elements into an invention proposal, the control concept for customer service robots could be made concrete in a form suitable for patent application review. In addition, enabling a seamless process from organizing on-site customer service challenges to extracting invention elements helped reduce the initial review burden between R&D and intellectual property departments. Looking ahead, demand is growing in commercial facilities and retail for customer service support technologies that go beyond simple automated guidance and flexibly switch responses according to each visitor’s situation. Legal Tech Co., Ltd. will continue to support a wide range of research and development themes, including customer service robots and store DX, as a patent AI agent that assists from invention organization through patent review, contributing to the advancement of corporate IP strategies and invention creation.