Mico Launches AI Inbound Calling Function to Prevent Missed Inquiries via Automated SMS Integration

Mico Inc. (Headquarters: Kita-ku, Osaka; Representative Director and President: Osamu Yamada) is pleased to announce the launch of its AI-driven inbound calling function for the 'Mico Voice AI' phone system.

Previously specialized in AI outbound calling, 'Mico Voice AI' has now added inbound functionality, enabling the full automation and optimization of the entire telephone business—covering both outbound and inbound operations.

In addition to 24/7 AI-driven responsiveness, natural voice interaction, and rapid transfer of high-priority customers to human staff, the system supports cross-channel operations by integrating with SMS during after-hours. By flexibly addressing customer needs, the system improves customer experience, enhances response rates, and contributes to business efficiency and revenue generation.

To mark the launch, a webinar will be held on Tuesday, June 16, 2026, from 12:00 to 13:00 (JST).

Topic: 'Sales Are Being Lost at Night and on Holidays: Designing Zero-Opportunity-Loss Systems with AI Inbound Calling × SMS'

Webinar Details: https://mico-inc.com/seminar/mv-20260616/

Background
'Mico Voice AI' has supported the digital transformation (DX) of many companies in sales and customer support. Clients have increasingly requested to apply the system to inbound operations as well, driven by the need to handle large call volumes and provide service on weekends and nights, as well as the desire for unified management of both outbound and inbound data.

Meanwhile, businesses still face challenges in inbound operations, such as missed inquiries due to after-hours gaps or staffing shortages, inconsistent service quality, and handover losses. In response, Mico developed and released this function by deploying the AI voice interaction technology, initially cultivated for outbound, into the inbound domain.

Capabilities of the AI Inbound Function
The AI handles calls 24/7, instantly transferring high-priority inquiries to human agents. For unreachable parties, it automatically sends SMS messages or invites customers to register for LINE if they prefer not to call, maximizing closing opportunities through cross-channel design.

(1) 24/7 Inquiry Handling
AI responds to calls regardless of holidays, nights, or early mornings. It uses voice recognition and NLP to provide personalized greetings using the customer's name and instant inquiry classification, preventing missed opportunities regardless of the time of day.

(2) Human Transfer and Automated Follow-up via SMS
High-priority customers are immediately transferred to staff. To ensure agents can address the subject immediately, caller information and inquiry details are shared before the transfer. If staff cannot be reached, the system automatically sends an SMS follow-up, and can encourage registration to LINE for customers who find phone communication difficult.

(3) Data Accumulation and Quality Improvement
The system builds a foundation for PDCA cycles by visualizing incoming call, response, and transfer rates. All calls are automatically recorded for quality control and staff training. CRM integration enables automatic logging of content and outcomes, preventing siloed information sharing.

Key Features
- After-hours Auto-Response: AI handles calls during non-business hours.
- Natural Conversation via Conversational AI: Enables human-like responses using speech recognition and NLP.
- Automated Inquiry Sorting: Automatically distributes inquiries by analyzing intent via key inputs and speech recognition.
- Hot Lead Transfer: Real-time identification and immediate transfer of high-priority customers.
- Whisper Message: Notifies agents of caller identity and inquiry details before transfer.
- SMS Auto-Sending during Calls: Immediately sends booking links or informational materials via SMS.
- LINE Integration: Follows up via LINE registration promotion after SMS delivery.
- Call Log Reports: Real-time visualization of call volume, response rates, and transfer rates.
- Call Recording & Logs: Automated recording for quality assurance and training.

Industry Use Cases
- Real Estate: 24/7 automated handling of property inquiries and viewings.
- Schools/Cram Schools: Instant 24/7 response to inquiries and reservations.
- Finance/Insurance: Instant initial response to follow up while interest is high.
- HR/Staffing: AI responds to calls immediately after job applications.
- Communications: Automates standardized inquiries, reducing operator burden.