Rakuten Card Fully Implements AI in "Rakuten Card Chat Support"
Rakuten Card is fully implementing an AI search system in its "Rakuten Card Chat Support" to handle customer inquiries. By having AI suggest response templates, the company aims to reduce operator response time by approximately 60 seconds and improve customer satisfaction.
📋 Article Processing Timeline
- 📰 Published: April 8, 2026 at 00:00
- 🔍 Collected: April 7, 2026 at 15:30
- 🤖 AI Analyzed: April 20, 2026 at 20:03 (316h 33m after Collected)
Rakuten Card Co., Ltd. (hereinafter "the Company") will fully implement an AI search system in its "Rakuten Card Chat Support" starting today, Tuesday, April 7, to provide customers with faster and more accurate answers.
In recent years, text-based communication has become widespread across all age groups due to the proliferation of smartphones and social media. In response to changing customer inquiry needs, the Company introduced "Rakuten Card Chat Support" in 2017, in addition to telephone support. It has been used by many customers as it allows them to make inquiries according to their situation and receive personalized answers, with chat accounting for over 60% of inquiries directed to operators.
Previously, operators searched for the optimal response from approximately 2,000 templates based on a wealth of accumulated inquiry data. Now, with the AI selecting and proposing responses to the operator, the response speed is expected to improve, ultimately reducing the response time by about 60 seconds. Furthermore, since operators can respond based on the templates proposed by the AI, the risk of hallucination is eliminated, and customers can obtain accurate answers.
The Company has continued to grow since the launch of the "Rakuten Card" in July 2005, with the number of cards issued surpassing 33.41 million as of the end of December 2025. To handle the increase in customer inquiries accompanying the growth in card issuance, the use of chat and AI has reduced the number of phone inquiries by about 60% from its peak.
Going forward, we will aim for further quality improvement and efficiency, and work towards enhancing customer convenience by adding templates based on accumulating inquiry data and utilizing generative AI.
In recent years, text-based communication has become widespread across all age groups due to the proliferation of smartphones and social media. In response to changing customer inquiry needs, the Company introduced "Rakuten Card Chat Support" in 2017, in addition to telephone support. It has been used by many customers as it allows them to make inquiries according to their situation and receive personalized answers, with chat accounting for over 60% of inquiries directed to operators.
Previously, operators searched for the optimal response from approximately 2,000 templates based on a wealth of accumulated inquiry data. Now, with the AI selecting and proposing responses to the operator, the response speed is expected to improve, ultimately reducing the response time by about 60 seconds. Furthermore, since operators can respond based on the templates proposed by the AI, the risk of hallucination is eliminated, and customers can obtain accurate answers.
The Company has continued to grow since the launch of the "Rakuten Card" in July 2005, with the number of cards issued surpassing 33.41 million as of the end of December 2025. To handle the increase in customer inquiries accompanying the growth in card issuance, the use of chat and AI has reduced the number of phone inquiries by about 60% from its peak.
Going forward, we will aim for further quality improvement and efficiency, and work towards enhancing customer convenience by adding templates based on accumulating inquiry data and utilizing generative AI.