Creating a World Where All Companies and Organizations Can Achieve 'Omotenashi' in the AI Era

Tayori, a customer support tool operated by PR TIMES Inc. (Location: Minato-ku, Tokyo; Representative Director: Takumi Yamaguchi; TSE Prime: 3922), supports April Dream, an initiative to make April 1st a day for sharing dreams. This press release is Tayori's dream.

A New Form of Customer Support Where AI Enhances 'Job Satisfaction'

The rapid evolution of generative AI, exemplified by "Anthropic Shock," is bringing a wave of automation to business operations. Concerns that "human jobs will be taken by AI" are widespread, and this is particularly evident in customer support. However, a survey on customer support conducted by Tayori in March 2026 (*) revealed that 82.4% of respondents answered that "the introduction of AI has improved the motivation and job satisfaction of customer support staff." This is because AI's ability to instantly answer frequently asked questions provides a sense of accomplishment from "quickly resolving customer issues," while also giving staff "more time and mental space to engage deeply with each customer," which has a positive psychological impact.

For customers making inquiries, negative feelings towards AI support are gradually decreasing, and the increase in "positive self-service experiences" has led to its acceptance as a viable option. As the experience of "getting quick answers easily with AI" becomes the standard for inquirers, the quality of customer service expected from companies will likely continue to rise.

*https://prtimes.jp/main/html/rd/p/000001634.000000112.html

Now That We Are Digitalized, Let's Pursue Japan's Proud 'Omotenashi'

"Omotenashi," which was cultivated in the world of tea ceremony during the Edo period, was a spirit of cherishing the moment for both host and guest, and serving the other party as if they were oneself. This is a culture that symbolizes Japan and should be proud of globally, even today. However, while many companies wish to "provide omotenashi," they face the reality of labor shortages due to aging populations and declining birthrates. AI is expected to be the key to solving this challenge. Precisely because digitalization is advancing and efficiency is reaching its peak, we believe that people can return to the essence of omotenashi – "imagining the other person and acting accordingly." By utilizing AI, we want to create a world where all companies and organizations, regardless of size, can deliver heartfelt "omotenashi" that considers their customers.

Tayori's concept of "omotenashi" is for all customer support staff to ally with AI and "stand in the customer's shoes, striving to make that moment the best possible experience."

• Efforts for Proactive Resolution: Continuously refining FAQs and AI chatbots to help customers find answers before they encounter problems.

• Respect for Dialogue: Valuing received inquiries and responding with polite language that "imagines the other person's situation," which AI cannot replicate.

• Passion for Improvement: Using customer feedback as inspiration to refine products, leading to a business where everyone naturally "cares for customers" without realizing it.

By serving as the intermediary, Tayori envisions a future where all organizations can routinely practice a "customer-centric business" that captivates fans worldwide.

Tayori: Building a World Where Everyone Can Establish the Foundation for 'Omotenashi'

To fully leverage AI and implement omotenashi, there are still hurdles to overcome. These are not the security or technical issues previously considered important for generative AI adoption, but rather the immediate challenges of "insufficient data and organizational structures." To provide AI with correct knowledge and to be attentive to customers, the "creation of a data foundation," such as organizing FAQs and accumulating knowledge, is essential. Establishing the necessary expertise and labor force is the shortcut to maximizing the effects of AI adoption and achieving "warm omotenashi" rather than cold automation.

Tayori will leverage its extensive experience in supporting the implementation of numerous FAQs and AI chatbots to help everyone easily build this foundation. We are serious about realizing a future where Tayori enables "building good relationships with customers," where AI and humans coexist, and "warmth that considers others" overflows throughout Japan.

About the Customer Support Tool "Tayori"

"Tayori" is a customer support tool designed to build good relationships with customers. It features a simple and easy-to-use interface, even for those unfamiliar with PC operations. The five basic functions – "Form," "FAQ," "Chat," "Survey," and "AI Chatbot" – can be created and operated without coding or specialized knowledge. Launched in 2015, it has surpassed 70,000 accounts. Currently, it is used not only for customer support but also for internal operations across a wide range of industries and purposes. The service name "Tayori" (pronounced "Ta-yo-ri") conveys the desire to be a service that delivers important thoughts and wishes like a "letter" (tayori). The paper airplane logo represents warmth, lightness, ease of use, and connecting feelings. With optimized operability for each device and a simple specification that is easy for on-site staff to use and implement, it solves common customer support challenges such as missed responses and increasing inquiries. (Operated by: PR TIMES Inc.)
URL: https://tayori.com/

PR TIMES Inc. Company Profile

Mission: Towards an era where information from those who act moves people's hearts
Company Name: PR TIMES Inc. (TSE Prime, Nagoya Stock Exchange Premier; Securities Code: 3922)
Location: Akasaka Intercity 8F, 1-11-44 Akasaka, Minato-ku, Tokyo
Established: December 2005
Representative Director: Takumi Yamaguchi
Business Activities: - Operation of press release distribution service "PR TIMES" (https://prtimes.jp/)
- Operation of story distribution service "PR TIMES STORY" (https://prtimes.jp/story/)
- Providing PR support as a partner to clients and media
- Operation of video PR service "PR TIMES TV" (https://prtimes.jp/tv)
- Operation of art-focused online PR platform "MARPH" (https://marph.com/)
- Operation of customer support tool "Tayori" (https://tayori.com/)
- Operation of task and project management tool "Jooto" (https://www.jooto.com/)
- Operation of media delivering PR knowledge "PR TIMES MAGAZINE" (https://prtimes.jp/magazine/)
- Operation of press release dedicated editor "PR Editor" (https://preditor.prtimes.com/)
- Operation of web news media such as "STRAIGHT PRESS" (https://straightpress.jp/), etc.
URL: https://prtimes.co.jp/