[Survey] Approx. 75% of Companies Implementing or Considering AI Have Unresolved On-site Issues: "Why Can't We Act, Even with Data?"

Mico Inc. (Headquarters: Kita-ku, Osaka; CEO: Osamu Yamada; hereinafter "the Company") conducted a "Survey on the State of Customer Touchpoints in the AI Era," targeting a total of 1,010 individuals, including 709 consumers in their 20s to 50s and 301 corporate representatives in sales and customer support (CS).

While the adoption of AI tools is spreading among companies, it has become clear that 64.0% of consumers have experience abandoning a purchase or contract due to "slow responses." On the corporate side, although improving CX and speed are top priorities in sales and CS, approximately 75% of companies implementing or considering systems like AI tools have not been able to solve on-site issues. Among those who reported unresolved issues, the top problem was "having analytics and data but being unable to translate them into on-site actions" (41.1%).

The numbers highlight a structural problem at customer touchpoints that cannot be solved merely by installing tools.

Download the survey report: https://camp.mico-inc.com/wp-ai-investigation-vol2.html

Survey Results Summary

Challenges in Corporate AI Utilization for Customer Service (Sales/CS)
- 79.7% of corporate representatives have already implemented or are considering AI tools. 75% of them face some kind of issue.
- Among those with issues, the top unresolved problem is "having analytics and data but being unable to translate them into on-site actions" (41.1%).
- The top root cause for AI not functioning effectively is "having only installed the tool without designing its operation in line with business processes" (38.1%).

Corporate Response Demanded by Consumers During Consideration
- The top reason for feeling decision fatigue when comparing options is "too much information and too many choices to organize" (41.6%). Consumers are seeking appropriate support from companies amidst information overload.
- The top demand from consumers is "immediate response to inquiries" (42.9%), followed by "objective presentation of pros and cons" (40.2%), indicating a need for both speed and quality of information.
- The impact of failing to meet these expectations is significant: 64.0% of consumers have abandoned a purchase/contract due to slow responses, and 42.8% start considering leaving in less than an hour.

Expectations from Corporate Cross-Channel Utilization
- Expected effects of AI utilization differ by channel. For LINE, the expectation is for "24/7 immediate response" (30.6%), while for phone calls, the expectation for "improving service quality" (28.9%) is relatively high.

See Details

Survey Background
In recent years, the digitalization and AI integration of customer service in companies have been rapidly advancing, with the number of companies considering or implementing them growing annually. However, in our work supporting customer communication, we often hear, "We installed an AI tool, but it's not producing results," or "Our on-site staff can't use it effectively."

We felt there was still a significant gap between installing a tool and improving the customer experience.

This survey targeted "high-involvement product" industries (HR, finance/insurance, real estate, telecommunications, auto sales, infrastructure), where dialogue with representatives and service quality directly impact contract and retention rates. We investigated the reality of customer touchpoints in the AI era from both consumer and corporate perspectives, aiming to visualize the structural issues.

Survey Overview
Survey Name: Survey on the State of Customer Touchpoints in the AI Era
Survey Organization: Mico Inc.
Survey Method: Internet survey planned by "Sacrisa," provided by PRIZMA Inc.
Target Audience ①: 709 men and women in their 20s-50s with experience using/purchasing services in the HR, finance/insurance, real estate, telecommunications, auto sales, or infrastructure (electricity/gas) industries (consumers).
Target Audience ②: 301 individuals engaged in sales or CS/customer success roles involving customer proposals in the same industries.
Valid Responses: 1,010
Survey Period: May 12 - May 14, 2026

Survey Results

[Consumer Trends]
Q | When comparing products or services, what makes you feel decision fatigue?
The top reason for decision fatigue is "too much information and too many choices to organize" (41.6%).
It's clear that the main cause of consumer fatigue during comparison is information overload.

Q | What corporate response made you feel like abandoning a purchase/contract?
The top reason for considering abandonment was "not receiving an accurate answer" (26.8%).
Among dissatisfactions with corporate responses, the content of the answer was the biggest driver of customer churn.

Q | Have you ever abandoned a purchase/contract due to a slow response?
64.0% of consumers reported having abandoned a purchase/contract due to a slow response from a company.

Q | How long does it take before you start considering leaving due to a slow response?
42.8% of consumers start considering leaving in less than an hour, with 26.3% of those in under 30 minutes.

Q | When considering a service, what kind of response from a company do you find helpful or appreciate?
The top response consumers want from companies is "immediate response to inquiries" (42.9%).

[Corporate Representative Trends]
Q | What items do you prioritize in your company's customer service? (Top 3)
The top priority for companies is "improving customer satisfaction (CX)" (67.1%). Response speed is second.
While companies prioritize CX, their focus on immediate response, which consumers want most, ranks second, showing a misalignment of priorities.

Q | What AI tools or systems have you implemented or are you considering?
79.7% of corporate representatives have implemented or are considering AI tools. The most common is "text generation AI (e.g., ChatGPT)."
While AI use in customer service is widespread, the adoption of more autonomous tools like AI agents or AI voice bots is still limited.

Q | In implementing and operating systems like AI tools for customer service, what are your current unresolved issues?
Among the selected issues, the top one is "having analytics and data but being unable to translate them into on-site actions" (41.1%).
The biggest problem is the failure to translate data into concrete actions.

Q | What do you think is the fundamental cause or barrier preventing these issues from being resolved?
The top root cause is "having only installed the tool without designing its operation in line with business processes" (38.1%).
The biggest barrier to the effectiveness of systems like AI tools is not the tool's performance but the lack of post-implementation operational design and integration into business workflows.

Q | If immediate response using AI were realized, what effects would you expect? (By LINE/Phone)
For LINE, the expectation is "24/7 immediate response" (30.6%). For phone calls, the expectation for "centralized data management across channels" was the only item to surpass LINE.
Expectations differ for LINE and phone, suggesting the two channels play complementary roles.

Summary and Analysis of Survey Results
This survey revealed that the challenge at customer touchpoints is shifting from "whether to install a tool" to "whether the tool can be linked to on-site actions."

Consumers prioritize "immediate response," and about 60% have experienced churn due to delays. Companies recognize this importance and are adopting AI tools, but a structural disconnect of "analysis without action" remains a problem.

The most cited root cause, "lack of integration into business processes," is not a tool issue but an implementation and operational design issue. This suggests that for AI in customer service to be successful, it requires in-depth design integrated into on-site workflows and ongoing support.

About Mico Inc.
Company Name: Mico Inc.
Location: Grand Green Osaka North Building, JAM BASE 5F, JAM-OFFICE 5-A/5-B, 6-38 Ofuka-cho, Kita-ku, Osaka
Representative: Osamu Yamada, President & CEO
Established: October 30, 2017
Capital: 100 million yen (Total funding: 6.3 billion yen)
Business: Planning, development, and sales of a customer engagement platform utilizing LINE, SMS/RCS, and AI calls.
Official HP: https://mico-inc.com